Keeping a track of all the written correspondence, which includes emails, live chat records, social media interactions can provide you an in-depth insight on how your customer support representatives are handling their customers. You need to let your employees know that their interactions are being monitored, which would result in them having a better attitude towards the process they word with. One amazing benefit of implementing a customer support service is the fact that each incoming query, whether it is through email, live chat, social media or phone support, will be converted into a ticket that is linked to a specific customer’s profile, helping keep a track of the entire communication thread.
We all have experienced calling a business and hearing “Your call may be recorded for quality purposes”. Monitoring customer service is a common practice that can be highly effective in teaching employees better service techniques. Use quality monitoring to help agents improve skills. Evaluate interactions to identify skills gaps, and provide individual learning opportunities where there are deficiencies. Advanced customer service software make call monitoring an easy task, since each call is recorded and ready for playback, as soon as the call is done.