December 12, 2022

Most Effective Call Monitoring Software Strategies According to Supervisors

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Most Effective Call Monitoring Software Strategies According to Supervisors

Providing agents with effective and efficient call monitoring software is the hallmark of quality customer service. Contact center supervisors must have the right tools to be able to coach their teams in ways that provide support in the right areas. Identifying agents’ areas of needed improvement is crucial because then management can provide them with the right strategies needed to overcome challenges.

Call monitoring software in the contact center

Call monitoring gives contact center managers the insight needed into agents’ performance. There are several ways that call centers can leverage call monitoring software to accurately pinpoint where agents are struggling the most. Here we describe some of the most effective call monitoring strategies according to contact center supervisors.

Call and screen recording

One of the most common and go-to strategies for call monitoring is call and screen recording. This provides several benefits. For one, call and screen recording helps reduce compliance risk. Supervisors can hear and see exactly what agents are saying and doing in every interaction. The LiveVox Call and Screen Recording solution also gives supervisors the ability to look up past calls and play them back. Features such as LiveVox’s Advanced Search allows users to comb through and filter calls by high-risk keywords. 

One of the most common and go-to strategies for call monitoring is call and screen recording

Agent performance can be improved with more effective coaching. Supervisors can leverage call and screen recordings to showcase best practices. This strategy works well for trainees who are learning how to use the platform and for agents who need help in specific areas. Call and screen recordings also work well by providing audio and visual playbacks for agents that require feedback on past interactions. They can apply the information they receive from coaching onto what they actually did on a call. 

Another benefit of screen recording is that team leaders can ensure that agents are taking the proper steps when taking payments over the phone. On-screen distractions can indicate possible high-risk situations that can affect the safety of sensitive customer information. When used for training purposes, payment related interactions are always encrypted and important information is redacted from playback. This allows supervisors to use recordings without fear of revealing confidential customer data. LiveVox also gives contact centers valuable insight through detailed reports that provide a holistic overview of agent performance.

Speech analytics

Speech analytics provides supervisors with in-depth information about agent performance. This is why contact center supervisors rely on speech analytics to help them to monitor their teams. LiveVox’s SpeechIQ is a tool that is used to transcribe conversations and analyze everything from tone to emotion. Speech analytics provides insight into what customers are feeling and thinking. It can also analyze agents’ emotions, providing a better picture of the quality of the interaction. Team leaders can use the data provided by LiveVox’s speech analytics to determine how customers are impacted by agents’ skill level, demeanor, and knowledge

Speech analytics provides supervisors with in-depth information about agent performance.

Speech analytics also provides real-time assistance. The LiveVox speech analytics tool is customizable. It can be set up to send supervisors alerts about potentially high-risk conversations. It can be set up to recognize certain keywords or phrases that would indicate a problematic interaction. Since supervisors can receive instant notifications when this occurs, they can directly address and correct the problem. 

Knowing why a customer calls in is also important. Finding out common call drivers allows call center leadership to understand what could be causing repeat customer call-ins. LiveVox’s SpeechIQ can identify keywords in customers’ dialogue to identify the reason for their call. Tracking call drivers can help businesses set new goals or make changes that would improve the customer experience. 

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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