Gartner reported earlier this year that customers today expect a seamless omni-channel experience. Monitoring the activity on each channel and the transition from one to the next is imperative for maintaining a high standard of excellent customer experience.
This FREE White Paper outlines how the performance of one channel affects other channels, how you can start quality monitoring multiple customer service channels and identifies key areas to pay attention to improve the understanding and execution of multi-channel monitoring.
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The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..