With businesses becoming ever more customer-centric, there is a growing need to capture customer interactions in contact centres and analyse them to reveal business insights. Evolving technology for customer interactions include both voice and screen recording, quality management, speech analytics and business analytics.
Partnering with ITWeb, Ninzi Connect Software is conducting an online Customer Interaction Recording Survey during August to determine current call centre recording key deliverables in South Africa, as well as which advanced interaction recording capabilities are in demand.
"Various companies in South Africa record only the voice portion of customer interactions in their call centres," Ric Wilson, Senior Product Manager at Ninzi Connect Software explains. "However not all companies actually record the screen portion of the interaction, which will provide you with the full picture of how any contact was really handled. We want to fully understand what solutions are being used and what issues/concerns are being experienced within the industry so we can assist companies to improve the efficiencies of their business."
Wilson believes the lack of 'all-round' recording solutions hinder the ability to fully understand the customer interactions thus curbing the success and productivity of call centres.
"The ability to record simultaneously both voice and screen is highly effective for quality management. A comprehensive reporting package is also a vital segment. These components are important pieces towards ensuring that customer interactions are understood more in their entirety. This empowers management to be able to put in place improvements to enhance the overall customer experience.
"Companies are asking for more effective quality management tools to use within their organisations to improve their customer experience. So the overall success would be the ability to record both voice and screen concurrently, an easy-to-use quality management tool as well as a comprehensive analytics reporting package," he says.
With regard to local recording strategy trends in South Africa, many organisations have to record 100% of voice interactions for compliance.
Many companies record only the voice portion of customer interactions and not the screens. This is a potential area of huge improvement as only with both voice and screen recording will management fully appreciate and understand exactly what happens during these transactions.
"Speech analytics allows you to sample 100% of your calls. This gives you the full picture of trends, problems and successes internally to the company and customer interaction," Wilson concludes.
Complete our survey here and you could win a set of Swiss Cougar Bluetooth headphones.
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