Contact Center Solutions Featured Article

Why Quality Audio is Critical for Great Contact Center Customer Experiences

November 20, 2015

Reading a customer’s tone is incredibly important for contact center workers.  It is one thing to have the very important capability for administrators to have key word spotting, but it’s even more crucial for frontline customer care agents to understand the nuances of real-time voice. 

After all, there is a significant difference based on emphasis to something as simple as “I need your help!”  This could be a polite inquiry or stated in an angry tone that ultimately leads to a call being escalated. 

This ability to have customer care agents not just listen, but actually hear and understand a caller’s state of mind is key to resolving problems both efficiently and in a manner that delights the calling party. In short, audio quality is important.  You need to be able to recognize and act on what in industry parlance is “the moment of truth.”

Just how important, and the value of capturing and analyzing audio, will be the subject of an interesting webinar, Integrate Audio Devices with Contact Center Software for Striking Insight and Reporting.  Hosted by Interactive Intelligence and Plantronics, the live session will be held on Thursday, December 3, 2015 at 11:00AM – 12:00PM EST.  You are invited to join Michael Shrall, Senior Director of Global Alliances for Interactive Intelligence, and Richard Kenney, Head of Contact Centre Marketing for Plantronics, as they explain how integrating Plantronics audio devices with your contact center solution can help you make better decisions about your customer engagement strategy.

The webinar will explore how combining a customer engagement solution with great audio technology can create invaluable information that with sophisticated analytics can be turned into actions that can further enhance the customer experience and improve agent performance.

Topics to be covered include:

  • How to gain deeper insights about the experience your reps are providing.
  • Getting alerts when reps are ignoring interactions.
  • Identifying training gaps based on how often calls are put on hold.

It should also be noted that attendees of the event will have a chance to win one of several Plantronics headsets.

We constantly are reminded that in a world where differentiated value is all about improving the customer experience having a deep appreciation of “the voice of the customer” is foundational.  Despite the increasing popularity of self-service and things like social media, when it comes to pleasing customers calls remain king.  It is why have quality audio that is integrated with contact center software is something that commands attention. 

Edited by Kyle Piscioniere