How Healthy is Your Quality Monitoring in the Contact Center?

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When was the last time you did an in-depth analysis of technology in your contact center? Software and hardware are constantly being updated by manufacturers and it’s easy to get stagnant in your current solution. With all of the different options available it can be overwhelming to make a move to a new vendor or even to upgrade.

Here are a few questions you should evaluate to see if you might need to change your vendor:

  • Do you utilize cradle to grave recording?
  • Can your current recording capture your companies mini-Miranda with agents call?
  • Are you able to block recording on outbound calls to certain two party states by area code?
  • Are you able to record teleworkers?
  • Can you easily live monitor audio & screen?
  • Do you have the ability for a watch list setup for new agents?
  • Are you able to view agents’ notes entered on recorded call and easily searched?
  • Do you have a need for 2 way radio recording?
  • Can your supervisor take control of a call & agents desktop to provide great customer service?

If you are not currently taking advantage of some of pertinent topics listed above then you may be losing money and efficiency in your contact center. CXM makes it easy to upgrade your contact center technology. We’d love to talk to you more in depth about how to improve productivity in your company. Reach out to us here for more information.

Four Ways to Have Better Conversations with Your Customers

Four Ways to Have Better Conversations with Your Customers

The customer journey begins with how an agent builds rapport. People buy from those they like and trust. Conducting better conversations with customers allows your organization to thrive. There are a few key points to building rapport. The agent needs to allow themselves enough time to open the conversation, understand the key points, and pace the flow of the call to allow the customer to receive timely service. Here are four ways for agents to have better conversations:

  1. Introduction and Greeting: The first few seconds of any call is key to how a customer will respond to an agent. Begin with greeting the customer and finding out their name. A great example of a company who does this is Hubspot. They make it a point to find out the caller’s name every time a client calls into support. Have your agent write it down immediately to ensure a personalized touch and then utilize it throughout the conversation.
  2. Understand Why the Customer is Calling or Contacting the Organization: By comprehending key points you’ll be able to better assist with handling the client. Being a good listener usually involves repeating back or paraphrasing what the customer is looking to accomplish. For instance, if they are looking to make a purchase it’s always a good idea to know what’s driving them. That way you can align their needs to a solution.
  3. Be Consistent with the Speed of the Conversation: A good rule of thumb is to match the customer’s pace. If they are speaking a little rapid, you may want to consider picking your speed up while maintaining friendliness. If they are softer and a slower talker match their tone so you do not overwhelm. A good way to ensure your agents are accomplishing this is to have the right tools in your environment for quality monitoring. Call recording, screen capture and live monitor give supervisors an efficient way to listen to calls and provide feedback to the agent.
  4. Closing Remarks and Action Items: Once you resolve the client’s needs it’s time for closing remarks. Ask them if they have any other questions or concerns and thank them for their time. If there are additional action items now is the time for a quick summary. Finally, call them by name as you say goodbye.

Remember, better processes make better agents in a contact center. Maintaining service levels and minimizing handle time while supporting a client’s needs improve overall customer satisfaction. If you are looking for ways to improve your contact center reach out to us at

Keeping Your Contact Center Customers Coming Back

Keeping Your Contact Center Customers Coming Back

The more often technology advances the quicker patience in the customer decreases. Contact centers are expected to solve more problems in less time. If they don’t, customers will choose to go elsewhere. Think about the last time you ate at a restaurant. Imagine you are waiting in a lobby for over 10 minutes and there is no one in line. Then, it’s followed by your server taking another 10 minutes to bring you water. When the food finally arrives it’s delicious. However, your server takes forever to bring you the check. Most consumers will choose responsive service in a timely manner over product and quality.

For an average contact center there needs to be a balance of friendliness, timeliness and problem resolution. Here are the top four reasons your customer will return:

  • Utilizing omni-channel service so that your customers can contact you on their means. Sometimes it’s faster for a quick chat message than constructing a long email.
  • Minimizing call transfers by routing the call to the right person who can assist.
  • Decreasing wait times to speak with agents.
  • Being able to resolve in an efficient manner.

Customer stickiness allows your business to not only maintain customers, but also grow new customers. One of the best ways to add new customers is through word of mouth of through current customers. If you are looking for ways to improve your contact center tools reach out to us today at