Meeting the Needs of Today's Contact Centers

Today's business environment requires contact centers to operate at peak efficiency while improving customer relationships. Verint's (Mercom) advanced suite of contact center recording, monitoring, evaluation and reporting tools assist our customers in improving customer experience, enhancing productivity, retaining agents, enhancing agents' skill sets, and minimizing training costs.

Traditional quality monitoring programs continue to fail due to measuring the wrong things, failing to calibrate, inaccurate sampling, and inadequate resources. Verint's (Mercom) suite of products addresses all of these concerns. Unlike manufacturers who simply produce call center tools in a technical laboratory, members of Verint's (Mercom) staff have direct experience in running call centers and establishing quality programs. Verint's (Mercom) products and the best-practice advice and professional services behind them are proven to work in the operational, day-to-day contact center world, providing companies with a statistically valid way to measure their data and refine their processes to obtain better results.

Contact Center Managers today need to...

• Earn customer loyalty
• Upsell/cross-sell successfully
• Increase revenue and yields from an often finite customer base (while lowering costs)
• Manage risk and meet compliance standards
• Reduce staff turnover and ignite brand evangelism!

Capturing and evaluating interactions with customers has become essential. And yet the business case for investing in today's quality management technology goes far beyond the old concept of catching the rogue call center rep misleading customers or behaving unprofessionally. Today's technology allows for an impact that is far more reaching than the one-dimensional "QA Checklists" of the past.