Monitoring for quality across multiple customer touch points leads to increased customer satisfaction and improved business performance

It is quickly becoming the industry standard today to record calls that come into the organizations contact center. But this world has expanded to introduce new customer touch points beyond the traditional telephone call to include e-mail, online chat, VoIP calls, etc. From the quality management si...

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Bibliographic Details
Published inCustomer Inter@ction Solutions Vol. 21; no. 10; pp. 52 - 55
Main Authors Park, Jim, Wiedner, Jackie
Format Journal Article Trade Publication Article
LanguageEnglish
Published Norwalk Technology Marketing Corporation 01.04.2003
Subjects
Business intelligence
Call centers
Chat rooms
Collaboration
Communication
Customer satisfaction
Customer services
Electronic mail systems
Information management
Multimedia
Multimedia communications
Network management systems
Online instruction
Performance appraisal
Productivity
Quality control
Quality of service
Software
Supervisors
United States > US
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Summary:It is quickly becoming the industry standard today to record calls that come into the organizations contact center. But this world has expanded to introduce new customer touch points beyond the traditional telephone call to include e-mail, online chat, VoIP calls, etc. From the quality management side of things, many contact centers have not yet figured out how to address the need to measure quality of service across these multiple touch points. To help make this possible, quality monitoring vendors have integrated with Web vendors to enable recordings of e-mail, chat and collaboration interactions from start to finish. There are a number of tools available today to help organizations achieve all of these things.
Bibliography:ObjectType-Article-2
SourceType-Scholarly Journals-1
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ISSN:1533-3078