Business Intelligence

Call Recording: The Ultimate Tool for Improving Contact Center Performance

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Executive Summary

Maintaining a solid relationship with your customers and ensuring their continued satisfaction will ultimately result in customer loyalty. Poor service and frustrating customer support will eventually send valuable clients scrambling for a new vendor. Effective training that utilizes call recording can dramatically improve customer satisfaction, which will keep your customers from uniting with a competitor. The true beauty of call recording lies in its effectiveness as a coaching tool, a security and legal regulation component, and as a means of upholding contractual obligations with a client. Although call recording can be used to fulfill any number of business needs, most businesses purchase a call recording system because it meets one of three primary requirements: coaching tool and performance monitor, legal liability and compliance, or contract obligation.

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