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Thousands upon thousands of institutions across the globe rely on call center recording solutions for capturing and analyzing interactions – whether those interactions come via phone, email, chat, or social media.
Regardless of industry, marketplaces have become increasingly competitive. At the same time, providers are facing more intense scrutiny, but for different reasons.
Environmental concerns, regulatory oversight and labor are leading to increased operational costs in the utility market. Customer satisfaction and business retention are important keys to success in the transportation industry. Large volumes of transactions, increased criminal sophistication, global regulations and tight budgets have made cost-effective, cross-channel risk management a priority in the financial world.
But as budgets tighten, the contact center is one of the first places organizations look to for deficiencies. The challenge now is to do more with less in a way that maintains operational efficiency and complies with established policies and procedures, while still producing a positive experience for their respective customers.
With competition growing increasingly intense, so too have overall customer contact volumes as customers look for the best deals. Since labor makes up the majority of contact center expense, any increase in productivity significantly impacts the bottom line. Therefore, maximizing agent effectiveness and efficiency become vital. It’s a necessity to place agents in positions where their skill sets can benefit their customers the most.
Our mission at Voice Products is to always exceed customer expectations with an emphasis on total customer satisfaction.
Driven by real-time cross-channel analytics, Voice Products provides solutions for increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact center and back-office operations.