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Contact centers are becoming both more prevalent and more technology-based as time goes on. If you're the manager of a major contact center, you know that this means two things: it's a busy job, and that even the smallest glitch can cause the biggest impact. No one wants to lose a customer, or even give them a less desirable experience, so making sure that all applications are running smoothly – and at maximum capacity – is a must. But how can you keep track of the quality of the customer experience? There are a number of different things that need to be monitored at call centers – for example, the rate of call abandonment and the number of repeated phone calls. However, keeping track of every little factor that contributes to customer experience can get overwhelming. That's why application performance monitors are becoming so prevalent. They track a number of different important things in call centers, such as the following: Call Traffic. If you're monitoring call traffic – or, how well the call center can manage the influx of customer phone calls – then you've got a good idea of how well the customer experience is going. If a customer's inquiry is going unanswered due to too much call traffic, he or she will be having a negative experience; this could potentially be bad enough to cause them to discontinue their patronage. Call Quality. One of the main complaints that customers have which causes them to seek calling services elsewhere is bad call quality. With an application performance monitor , you can both assess whether a customer's complaint is legitimate, and begin to devise a solution based on their concerns. It's also a good way to make proactive improvements by figuring out problem service areas. Diagnosis Time. It's obvious that it may take a bit of time to diagnose and correct an issue, but the longer a customer has to wait, the more dissatisfied he or she will become with the service – especially if the initial diagnosis and action are incorrect and the customer has to call back. Reducing the average time that it takes to diagnose and correct an issue means better customer service, and these times and processes can be tracked with monitors. These are just a few things that performance monitoring software can be used to keep track of, but the most important thing to remember is that it puts all the information in one place. Therefore, you can focus on improving the service on the whole without feeling overwhelmed. Otherwise, you'll have to monitor and correct each facet of the call center's services individually, which is time consuming and confusing.
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