Originally published March 12, 2010

You Are Here

Last week, we were talking with a few people from a well-known research institute.  We were just introducing ourselves and one of the women started talking about quality and service assurance issues for the contact center.  She talked about the value of bottoms up and top down metrics for the contact center.  But she also talked about a lingering gap that still remains when it comes to the ability to associate this plethora of great information with what is really happening to customers at a given moment.  How do you effectively and simply put all that info into context?  There are so many cures out there like speech analytics and surveys.  And yet the cures sometimes come with more obstacles to overcome like:  high costs, information overload, disassociation from actual transactions, lack of real time data and the possibility that the cure could itself impact the customer experience (e.g., a survey).

That’s where we got to jump in and say “Thank you for making our sales pitch for us.”   She was effectively describing the gap our services fill.

Do you remember the first time you went to a mega mall or foreign airport?  Do you remember how relieved you were when you found the map with the little yellow “You are here” arrow?  That’s what remote availability and performance monitoring does for people navigating the megamall of contact center performance technologies and metrics.  It offers the simple, straightforward view of integrated technology performance without impacting an actual customer.  By monitoring the steps of a real end-user interaction, it lets you know when something goes wrong in the interaction and where to look for the problem. It provides that little yellow arrow saying “start here.”  In the whirlwind of data (e.g., AHT, BHCC, abandoned calls, etc. etc.), remote availability and performance monitoring provides context so your data isn’t just data, it is actionable information.

Want to learn more?  Join us for a live webinar on Tuesday, March 16 at 1 PM Central or download the recording whenever the time is right for you:  REGISTER HERE.

Do you have any questions or comments about this blog? We would love to hear from you! Please send us an email!

Marla Geary

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