<p>Contact centers and their agents are a critical part of customer service. They’re the ambassadors of the organization, responding to large call volumes daily, interacting with customers and collecting feedback to pass on to the business.</p>
<p>Modern contact center platforms increasingly use AI-driven analytics, speech recognition and sentiment analysis tools to monitor interactions in real time and identify opportunities to improve both agent performance and customer experience (CX).</p>
<p>A contact center monitoring program can help businesses <a href=”https://www.techtarget.com/searchcustomerexperience/feature/The-ultimate-guide-to-contact-center-modernization”>transition the contact center from an expense center to a strategic asset</a> by ensuring representatives effectively resolve customer issues along with capturing valuable customer feedback. Many companies have a basic QA monitoring program but often struggle with transitioning to a more advanced one. Businesses should identify the benefits of an advanced quality monitoring program and implement key best practices to ensure the program’s success.</p>
<section class=”section main-article-chapter” data-menu-title=”What is a contact center monitoring program?”>
<h2 class=”section-title”><i class=”icon” data-icon=”1″></i>What is a contact center monitoring program?</h2>
<p>A basic contact center quality monitoring program consists of listening to phone calls between customers and contact center agents and <a href=”https://www.techtarget.com/searchcustomerexperience/answer/5-ways-to-improve-call-center-agent-performance”>providing feedback to improve agent performance</a>.</p>
<p>An advanced QA monitoring program adds three key elements:</p>
<ol class=”default-list”>
<li>Provides insight into why customers call and facilitates action plans to address the root cause of customer inquiries.</li>
<li>Identifies <a href=”https://www.techtarget.com/searchcustomerexperience/tip/Contact-center-challenges-and-how-to-overcome-them”>customers who are frustrated with the company</a> and might decide to do business with a competitor.</li>
<li>Analyzes the tools that agents use and implements enhancements to those tools that improve the agent experience and provide more accurate and timely responses to customers.</li>
</ol>
<p> Many organizations now augment traditional QA monitoring programs with AI-driven analytics tools that automatically analyze call transcripts and customer sentiment.</p>
</section>
<section class=”section main-article-chapter” data-menu-title=”What are the benefits of contact center monitoring?”>
<h2 class=”section-title”><i class=”icon” data-icon=”1″></i>What are the benefits of contact center monitoring?</h2>
<p>A contact center is the place where the voice of the customer is heard. It’s the one place in the organization where a large number of customers reach out and, in most cases, provide unsolicited feedback to the company. A well-designed contact center monitoring program provides a valuable opportunity to identify customer pain points and gather intelligence with the goal of improving products, services and overall CX.</p>
<p>Retaining existing customers is typically less expensive than acquiring new ones, so it’s critical to <a href=”https://www.techtarget.com/searchcustomerexperience/tip/How-to-improve-the-contact-center-experience-for-customers”>identify areas for improvement in the current customer</a> base to increase retention and reduce costs. Contact center monitoring also provides real-time information at a much more granular level than either customer satisfaction or Net Promoter Score surveys, which are performed after the fact and have some level of bias, depending on who does or doesn’t respond to a survey request.</p>
<figure class=”main-article-image full-col” data-img-fullsize=”https://www.techtarget.com/rms/onlineImages/crm-call_center_agent_characteristics.png”>
<img data-src=”https://www.techtarget.com/rms/onlineImages/crm-call_center_agent_characteristics_mobile.png” class=”lazy” data-srcset=”https://www.techtarget.com/rms/onlineImages/crm-call_center_agent_characteristics_mobile.png 960w,https://www.techtarget.com/rms/onlineImages/crm-call_center_agent_characteristics.png 1280w” alt=”Graphic listing key qualities of a contact center agent, including knowledgeable, detail-oriented, organized, flexible, empathetic and effective communicator.” height=”288″ width=”559″>
<figcaption>
<i class=”icon pictures” data-icon=”z”></i>Successful contact center agents combine interpersonal and organizational skills such as communication, empathy, flexibility and problem-solving to delive
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