Here’s the dilemma of every contact center
manager and QA team: you have 100 agents who take an average of 12 calls per hour and work 8 hours per day. That means your call recording system is capturing 10,000 calls per day or 300,000 calls per month. Out of that mountain of calls, you need to select 10 calls per agent per month to monitor. From those monitoring sessions, you need to identify common customer problems that could be fixed operationally AND agents who need coaching to provide better service for those customers. You know that you’re missing 99% of the potential locked up in those recordings – but what can you do?