6. Call recording

Having call monitoring capabilities are fantastic, but not enough for busy managers who don’t always have time to listen to live calls. The solution? Call recording. Managers aiming to increase service quality and agent performance will find that it is impossible without call recording. Call recording allows them to keep a close eye on each agent, regardless of when they work or where they work. Managers can listen to recorded call when it is most convenient for them and provide feedback to their team to adjust their approach accordingly.

7. Real-time and historical reporting

Ensuring that your team of call center agents is providing amazing support requires comprehensive metrics. Providing your team with an agent dashboard that displays real-time metrics like service level, number of calls in queue, average hold time, average handle time, etc. will allow them to improve their performance with minimal management feedback. Providing your managers with real-time and historical data will allow them to make data-driven decisions based on comprehensive metrics. This is an essential tool for customer-centric companies that provide support.

Adopting a customer-centric approach to providing customer service is essential for any company looking to enhance the customer experience, customer loyalty and revenue. Doing so may seem like a difficult task, but with the right tools and a little effort, any customer service team can provide excellent customer-centric customer support in no time.