Contact Centers are a dynamic part of organizations across a variety of industries. Consumers are more informed, connected, and influential than ever before, and have higher service and response expectations. Whether contacting you via phone, chat, email, or social media, organizations must now balance customer demand with business objectives. However, the capturing, storing, retrieving, and analyzing of customer interactions is underutilized by most Contact Centers. Our solutions enable Contact Centers to:
- Quickly, easily, and accurately mine recorded data for trending, analysis, and evaluation purposes
- Ensure standardization and coordination of organizational processes
- Optimize customer service and gain insight into customer interactions, sentiments, and trends across multiple communications channels
- Provide unprecedented visibility into enterprise performance, operations, and agent/customer interaction
- Improve Performance Management, agent quality, and efficiency
At Wilmac, our goal is to develop long-term, synergistic relationships with our customers by providing you with best-of-breed products and superior support and service. We make it a priority to understand the needs and demands of our customers, and to design and support solutions that enable you to achieve all of your organizational goals and objectives. Before turning to a major manufacturer for your Call Recording needs, we invite you to consider the benefits of Wilmac’s consultative approach and commitment to providing superior ongoing service and support.
Tags: Contact Center, Performance Management