Monitoring Behavior in Real Time Improves Customer Service and Agent Behavior
Posted by Matthew Ripa
on Monday, Dec 19, 2011
in General
Matthew Ripa
Matt is responsible for creating and managing Castel product documentation inclu
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From telemarketing to collections, providing customer satisfaction is at an all time high in the contact center industry. Check any top 10 list of call center complaints by customers and you’ll find rude or unprofessional agents somewhere on that list. Certainly there are opportunities to train agents, have them complete a diversity course, perhaps a class for proper phone etiquette and conflict management. However, without the right tools to monitor agents, natural behavior may slip agents back into the everyday grind, leaving freshly trained and practiced agents back to where they started. What’s next?
