Offers > Right First Time Contact Centre > Could Second Generation IVR Surveys replace Call Recording in FCR and Quality Monitoring?

Could Second Generation IVR Surveys replace Call Recording in FCR and Quality Monitoring?

Right First Time Contact Centre
Published:  Mar 12, 2011
Length:  9 pages

Examines how call recording-based quality monitoring can be improved with the addition of IVR Surveys. It looks at reducing the amount of analyst time it takes to find poor quality calls with customers. It shows how IVR surveys with speech to text provide a very cost effective way of improving coaching of call center agents and accelarating fixes on customer dissatisfaction.



Tagsivr surveys, fcr, first contact resolution, customer research, contact center, contact centre, marketing