Need
Companies of all sizes, especially those that have a high volume of telephone contact and outsourced services, need to have mechanisms that guarantee a properly functioning service, customer support and sales.
Monitoring is the most effective way to have objective and structured information about the interactions with customers across different channels. Through it, companies can ensure compliance with operations, policies, and processes, as well as identify areas of improvement and manage providers.
Solution
Projects and the client’s interaction with the company in all of its service channels are analyzed and measured by several indicators (Telephone, email, chat, etc..)
Monitoring interactions includes analyzing processes in order to obtain external indicators and objectives regarding operations, protocols and processes.
IZO incorporates best practices and advanced quality management standards, including the criteria of the COPC Standard of monitoring procedures, into our methodology.
Inspire me about Interactions Monitoring
Whitepaper Multicanalidad 1T 2017
Inspiration
En este whitepaper descubrirás: Qué canales prefieren los clientes y porqué Qué canales les resultan más sencillos y resolutivos Qué emociones ...
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Cómo medir la experiencia en la monitorización de llamadas
Article
Los cambios acontecidos en los últimos años en el comportamiento del consumidor y en los procesos de decisión de compra, que tienen como punto central ...
more info.The Expert Review
Learn about the Best Practices to listen and evaluate the quality of your customer service interactions-