Workforce Optimization Software Featured Article

Why Call Recording Can and Should Be Used Across All Platforms

August 01, 2014
By Michelle Amodio - TMCnet Contributor

It’s not new news that we live in the digital age. We no longer pen a letter or pick up our wired phones to talk to people and businesses. Nowadays, we have the privilege of using multiple platforms to reach out. In fact, 74 percent of customers now use at least three channels when interacting with an enterprise brand or organization for customer-related issues, according to a recent Ovum (News - Alert) study of more than 8,000 consumers.

And just as customers can use all of these new channels to make or break companies, said companies can use different channels to maintain customer satisfaction and provide unforgettably positive experiences.

Implementing a truly all-inclusive customer experience model that utilizes the call center as the foundation for a multi-channel approach is critical. According to a recent study, the “2014 State of Multichannel Customer Service Survey” released by Parature (News - Alert), it’s important for contact centers to offer many choices for customers, as some channels are notably more popular depending on the nature of a customer’s question or issue. Older channels are not going away, but new channels such as social and mobile are now in play, and contact centers must consider that. Integrating everything from online support to tracking customer interaction has proven to be successful and is not just good customer service, but distinguished engagement.

So, how does call recording fit in?

There are many benefits of call recording, the most important being that recording simply improves efficiency overall. Call center managers can obtain necessary data that will help identify areas that are in need of some improving to better serve their callers. Passing this information onto other agents and employees will equip them with the knowledge to handle future calls the best way possible.

With call recording software, managers can implement analytics and educational capabilities to boost the customer experience and increase workforce performance. It isn’t just about “this call may be monitored for quality assurance.”

Call recording technology brings together many different functions within an organization.

With call recording, businesses can take an active part in their own risk reduction. Voice and data gathering can protect against fraud, resolve legal disputes, provide accuracy of verbal communications and monitor threatening calls.

Maybe you’ve just launched a social media marketing campaign and are in need of some metrics to see whether or not said campaign has been successful. Call recording offers a way to assess the quality of marketing campaigns so you’ll know where to invest your time and money in the future.

Call recording is utilized in many different industries including public safety, financial, healthcare, call centers, education and more, and provides valuable feedback in a variety of ways through the data it collects.

Edited by Alisen Downey

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