Be sure to look for a call recording solution that supports PCI compliance and other regulatory requirements you may have.

Call recording solutions can also include audio and screen recording capabilities. The system securely records and stores your interactions for quality and compliance purposes-with the ability to search and play these recordings as needed. The most common call recording solutions automatically capture 100% of your interactions.

Over time, it helps drive a comprehensive quality program that targets business issues and processes, turning interactions into valuable data and giving you visibility into key trends. Additionally, you can automatically categorize interactions, regardless of channel, and run predictive scoring on 100% of customer conversations-instead of the traditional 2%.Īnalytics-fueled quality management provides insight into the calls, chats or emails that have the greatest impact, enabling supervisors and managers to spend more time on targeted coaching to improve performance. This fully automated approach enables the call center to supplement your quality program with powerful analytics tools like speech, desktop and text analytics. Monitoring these types of interactions will provide more relevant information and help your call center improve its processes, finding the specific areas where agents are succeeding or where they might need additional coaching and training. A call center might also choose to target calls where a customer is following up on a customer issue or those that are related to key business initiatives including cancellations, low survey scores, renewals, and more. In addition to random sampling, targeted monitoring offers a closer look at high value calls-such as those with key customers or associated with a high dollar value. However, more often than not, these samples will be clean and won’t offer any insights to improve contact center operations.

In traditional quality assurance programs, interactions are selected for review based on certain qualities-such as the longest or shortest call-or based on a random sample. But this approach is limited in its ability to tell you about the overall state of your contact center.

Many contact center leaders rely on random sample monitoring to measure agent performance and ensure quality customer service.

What does cqm stand for