IZO Solutions

Experience Analysis

Interactions Monitoring

Need

Companies of all sizes (all companies), especially those that have a high volume of contacts through the telephone channel and that have all or part of the service outsourced, need to have mechanisms that guarantee the proper functioning of the service. Customer, Support or Sales.

Monitoring is the most effective way to have objective and structured information about the interactions with customers in the different channels. Through it, companies can ensure compliance with operations, policies and processes, as well as identify aspects of improvement and manage different providers.

Solution

Monitoring projects, the client’s interaction with the company in any of its service channels is analyzed and measured by means of indicators (Telephone, eMail, Chat, etc.)
The monitoring of interactions analyzes the same from the point of view of adherence and processes, obtaining external indicators and objectives on the degree of compliance of attention, operational or operational protocols and processes.

IZO incorporates into its methodology, developed from more than 15 years of experience, the best practices and most advanced standards of quality management, including the criteria of the COPC Standard in the monitoring procedures.

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 ...

more info.

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-