With web and IVR self-service capturing the simpler interactions, live agents are handling the more complex ones. That means contact centers must record and evaluate more calls to ensure that agents effectively handle complicated selling, cross-selling and upselling, in extracting payment promises and resolving difficult issues that makes a difference in customer satisfaction and retention.
At the same time contact center solutions are moving from separate products from a myriad of makers that must be bolted on at added costs by resellers, consultants, or internal IT staff to seamlessly integrated applications from single vendors. The net results are higher performance at lower total ownership costs.
) has moved forward on both fronts with its new Record and Evaluate module for its Zeacom Communications Center (ZCC) platform. This technology enables contact centers to record and evaluate customer calls. It permits managers to choose to capture all inbound calls or just those from selected extensions, to be recorded, forwarded, used in training and archived.
The Zeacom Record & Evaluate module provides contact center agents with real-time feedback that helps them reach agreed-upon benchmarks, and enables contact center managers to closely align individual remuneration with performance. Human resources and training managers can now create and utilize customized reports to assess agent performance against preferred customer service metrics; criteria can be selected from a database comprised of more than 350 pre-defined behaviors, or via custom templates.
Zeacom’s enriched ZCC platform is sized and focused on small-midsized businesses (SMBs). They now have access to the same high quality robust capabilities as their larger competitors.
“IP-enabled tools, like Record & Evaluate, have greatly increased the value of contact centers and their teams,” observes Miles Valentine, Zeacom CEO. “As these facilities migrate to automation and IVR technology for the more basic customer interactions, customer service agents will be utilized more frequently for high value or complex queries. The worldwide economy may be improving, but workforces are shrinking. As such, we felt it was critical to provide the small-to-medium-size enterprise with the tools to ensure that their customers are being serviced with efficiency, respect, detail and care.”
“Sales calls, customer follow-ups and support calls, as well as orders placed and confirmed, can all be improved by regular examination and constructive analysis,” adds Brady Cox (News
), Zeacom vice president of sales. “In addition, providing service agents with access to recorded conversations will quickly resolve disputes which impact the customer experience and organizational productivity.”