The quality of your customer interactions can make the difference between satisfied, long-term customers and unhappy customers who are likely to defect and costly to replace. Our proposed Quality Monitoring Solutions is an easy-to-use software solution for evaluating the performance of call takers and dispatchers in emergency response, public safety, and control room environments.
In today¡¦s complex contact centers and back office processing areas, more timely and informed decisions can dramatically improve performance. But, most managers are drowning in performance data from a growing number of enterprise systems ¡X more data than they can easily correlate and absorb. As a result, it becomes almost impossible to know which KPIs are really key. Without that knowledge, it becomes even more difficult to determine the best courses of action to take.
Good performance intelligence enables you to focus not just on the behaviors that are easiest to change, but on those that are most impactful. Our performanece Management portal analyzes customer interaction data to determine the root causes of contact center performance and outcomes and the actions that can most significantly enhance them.