Why Live Monitoring is So Important in the Contact Center

Here are Some Reasons Why Live Monitoring is So Important in the Contact Center:

Ensure a Consistent Level of Customer Service.

With Live call monitoring software in place, managers are immediately alerted to customer service issues as they happen, as opposed to finding after the call has ended. Because managers can quickly and easily identify customers at risk, they can take proactive steps to resolve the issues and retain those customers. By saving calls while they are still in progress, call resolution can happen promptly and caller leaves a satisfied customer.

Live monitoring, as part of a broader speech analytics system, can even provide agents with next-best-action guidance or advice when certain items of interest occur on the call.

Live monitoring provides objective and consistent scoring on every contact and delivers fast, efficient performance feedback to agents during the call, as well as the managers to help improve agent training programs.

With Live quality monitoring, calls can be reviewed as they happen, getting a better idea of how agents work on a day-to-day basis, as opposed to simply reviewing a small sample of randomly collected calls.

Ensure Compliance:- Agents have critical compliance requirements they must adhere to in every interaction. Compliance monitoring in the contact center is particularly important for collections companies where litigation due to non-compliance is on the rise. Live monitoring systems monitor every call for abusive language from either party, or other risky language. Because this happens in real-time, managers are instantly alerted to compliance violations and they can step in immediately.

Live monitoring enables supervisors to track all calls across all agents and immediately alerts them to call events that may require some form of intervention.