Customer experience is more than just individual incidents but is comprised of the entire customer journey and any contact that customers may have with your company via different media and touchpoints. The quality of communication in your call center - and thus the customer experience – is a key driver of customer satisfaction and loyalty.
It is therefore essential to monitor the quality of your service at all times and to identify potential for improvement.
This is where our call center monitoring system helps you to get the best customer experience.
Systematic digital consumer experience helps you to get to know your customers and to cater to their requirements accordingly which in turn increases customer satisfaction and long-term customer loyalty. A call center monitoring system helps you achieve these goals.
incl. audio, video, screen, chat
to improve agent skills
to reveal trends and hot topics
in case of critical customer interactions
to boost successful sales strategies
by complying with call scripts
The number of customer interactions is increasing permanently – data and information from different channels add to the amount on a daily basis. Manually assessing this information is impossible. So, how do you tap into this treasure cove of information coming directly from your customers?
ASC’s call center monitoring system allows you to analyze all interactions in your call center automatically using artificial intelligence. Your employees can then focus on those interactions that offer the greatest potential for improving customer satisfaction, cross-selling, or remarketing.
ASC’s call center monitoring system for recording, quality management, and analysis enables you to document digital consumer experience in its entirety across all channels and analyze it by means of state-of-the-art AI technology. One benefit is learning more about the requirements and potential of your customers; another one is being able to evaluate your employees on a regular basis which helps you detect where you could support your employees with individual trainings. Both factors contribute to continuously improve your digital consumer experience.