Most consumers replace their smart phones every 1-3 years. Many would never dream of using a phone that’s more than five years old, much less ten. And yet, it’s not uncommon for contact centers to be recording calls with systems that have been in place for over a decade. Technology is changing our world, and to stay competitive, the contact center MUST change also.
If you’re using an older quality assurance technology (or even newer technology that offers limited reporting and analytics capabilities), it’s likely you aren’t seeing many of the QA insights it’s now possible to extract with newer systems. This limitation directly impacts your ability to respond to QA concerns and to address the voice of the consumer. Your customers are literally telling you what they want from your business, but without the right technology you may never hear what’s being said.
In our latest eBook, we’ve taken an in-depth look at recording and quality management technologies, and what these can mean for the customer experience. In PART I of the ebook, we cover:
- What kind of costs should you expect when upgrading your recording system?
- What should you look for in a new recording and quality management solution – and what’s best to avoid?
- How does poor reporting damage your ability to act on QA insights?
- Why is industry-standard technology essential to meeting customer expectations?
Read Part I now: How Legacy Recording and Quality Management Technologies Can Put Your Business at Risk… and watch for Part II coming soon!
Ready to move on from your antiquated legacy system? Take advantage of our $0 recording license swap-out!
Latest posts by Chris O'Brien (see all)
- Customer Engagement Center Capabilities: Omni-Channel Service & Intelligence - June 13, 2017
- Customer Engagement Center Capabilities: What’s Possible Now in the Cloud - May 30, 2017
- Fast, Good or Cheap—Why Choose Just One? - May 19, 2017