Quality Monitoring Tools for Contact Centers, Customer Retention

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CRM-Daily.com - June 14, 2009

Cus­tomer Inter­ac­tion Solu­tions solicit­ed advice from lead­ing com­pa­nies on how to buy and use the right qual­i­ty mon­i­tor­ing (QM) solu­tions for CRM. The busi­ness tools are impor­tant for con­tact cen­ter per­for­mance and cus­tomer reten­tion as they cap­ture inter­ac­tions between cus­tomers and agents. These solu­tions must work well for mul­ti­ple sites, and can run on a firm’s exist­ing serv­er hard­ware and archived in exist­ing stor­age devices.