Recording customer contacts from interaction entry
through call resolution can provide valuable insight
into the effectiveness of your service operations.
The ability to record both voice and data is crucial
because it allows you to assess how well your
agents are verbally interacting with your customers,
in addition to how well they're using your in-house
technology resources.
eQuality Balance offers you the unique capability
to perform business driven recording (BDR). BDR
with eQuality means that your own business objectives
drive the types of contacts you capture and record.
For example, your company may choose to record
all collection calls, or 100 percent of calls
from high value customers. Capture every successful
sale for sales verification and randomly capture
five percent of contacts for training purposes.
eQuality can capture customer interactions from
beginning to end.
Our leading-edge CTI capabilities also
allow you to facilitate random monitoring
and monitoring in free-seating environments.
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