Do you use Nice or Verint for call recording ? these are great tools and the software has come a long way in providing clients with analytics. We partner with these solutions to maximize the user experience. If you know what to look for and how to interpret the data you can find out so many amazing things that are taking place on your call center floor between agents and customers. Weed out all of the BAD and reinforce the GOOD. Contact me at
rick_sherman@aon.com
and I can send you a great study we did with Verint on driving customer satisfaction.
- blog master Rick
About Me
- Rick's BLOG
- I actually know what an Erlang study is !!! wow that is pre equal access telecom talk :) I have designed and built global WANs, LANs and call centers. I have also worked on the Human Capital aspect... how are we going to staff this stuff and make it all work and sustain a quality product. Everyone has a customer, either a business unit you support,clients you need to keep or maybe a senior management team that needs to know that you are keeping the lights on. I love to look at the pieces involved and see how they can be tweaked to deliver endless satisfaction and 5 star ratings !
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