As we all know, the customer service play an indispensible role in the daily work of a company. So, it is essential to keep track of everything about the customer contact. One the one hand, we can monitor the performance of the agents, on the other hand, we can provide strong evidences when facing a disputes with the customers.
With the fast development of science and technology, a wonderful recording solution called multimedia recording has appeared. Multimedia recording can capture all customer contact across multiple channels such as voice calls, e-mails, voice messages and even instant messaging, and further compress the data for more effective storage. Encompassing five main components of interaction analytics, screen content analysis, quality monitoring, recording and retention, and fraud detection, multimedia recording solution with advanced capabilities is designed to meet all sorts of of business needs.
Customer interactions of multimedia recording contain large amounts of valuable information and statistics that can considerably help a business improve service levels when explored and analyzed. Besides, it can protect the company when being faced with potential disputes.
Multimedia recording solution is widely used in the call center of a company. The call center can monitor the quality of all calls made and evaluate the performance of the agents through this technology. By monitoring the calls made, we can know the good points and weak points of the agents’ performance and take corresponding measures to improve the agents’ service.
Call recording can be used as the training materials when new agents are employed. Call recording will reveal how the agents handle various customer concerns, queries, and even complaints, and how each agent is progressing. These materials will make new agents quickly learn how to deal with all kinds of customers and know what to do with all sorts of situations.
Built on voice over VoIP technology, multimedia recording in the call center can allow companies to record calls and reports digitally, thus saving both space and money over paper records, reducing the call center’s office expenses and saving a few other fees as well.
For the purposes of quality management and compliance, multimedia recording solution has become increasingly essential for businesses that engage their customers over voice and web channels. Multimedia recording charges the reasonable rates and cut lots of costs while offering great help to business. In a word, multimedia recording solution has a great market prospect in the near future.
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