Top 10 Things You Learn from Outside-In Monitoring

You're monitoring your agents.  You're gathering analytics data.  You're looking at KPIs and metrics and more.

		So why don’t you know when immediately technology issues impact your customers’ contact center and self-service experiences?
		Why are you still finding out about technology issues from customers and agents?
		Why can't the IT team focus on issues that impact customers and your brand?

Because Internal Monitoring Isn't Enough
Internal monitoring detects some issues that don’t actually impact customers and it misses or delays the reporting of other significant issues.  Outside-In Monitoring bridges the gap between internally focused monitoring and metrics and real-time customer experience. 

Top 10 Things You Learn
Check out the Top 10 Things You Learn from IQ Services' Outside-In Monitoring.

24x7 View from the End-User Perspective
It offers a timely outside-in view of contact center technology so you know exactly what is happening to customers and end-users.  It offers:

• Automated test calls that do the things real customers do
  • So you know what is really happening to customers
• Early identification and resolution of issues
  • So risk and costs are reduced
• 24 x 7 monitoring and immediate reporting
  • So you always know what is happening
• Outside-in, customer perspective on technology performance
  • So you can finally put your internal metrics into context
  • Keep your Marketing, Operations, Customer Care and IT teams all on the same page
    

One of IQ Service’s current customers – who understands the importance of monitoring from the critical customer perspective – recently had the following to say about HeartBeat™ Outside-In Monitoring services.

Real-World Value

“Before utilizing outside-in monitoring from IQ Services, IVR issues were more often than not reported to us by our customers.  There were times when a couple of hours would pass before we were aware of an issue.  Now we're able to respond to issues proactively and resolve them quickly while avoiding major impact on our customers and the contact center.” – Steve, Insurance Company