In a modern contact center, customers are using multiple channels to work with your agents. It can be difficult to ensure the quality of your contact center is high across all avenues of communication. In this increasingly digital environment, it’s critical to capture an accurate, comprehensive view of your customers’ needs and expectations. Each unique problem is going to cause a customer to escalate to your contact center using the communication channel that is most effective for them. To support this, each communication channel should align with your customer’s expectations and align with your company’s brand promise and messaging. ARC makes that happen.
Ensure Quality Customer Service across All Channels
ARC’s omnichannel approach to quality monitoring ensures that your customers are getting the same level of care no matter the platform. Each agent’s communications will be monitored live or recorded, anonymously, and discreetly, avoiding uncharacteristic behaviors, and giving you the truest insights into performance and compliance across all relevant channels.
There is untapped potential within every contact center, and ARC can analyze, interpret, and evaluate interactions using quality measures and objectives based on your specific areas of concern. ARC will identify any number of key customer service areas, including call etiquette, problem-solving, and listening skills. For emails, text, and live chats, we’ll evaluate response times, grammar, punctuation, accuracy, and thoroughness to ensure your customers are treated the way you’d want them to be. Time and talent are invaluable resources. That’s why our programs are tailored to your company’s needs.
Monitoring all communication channels used by your customers is a key strategic imperative in today’s consumer-driven environment. In doing so, you demonstrate to everyone–employees and customers alike–that your business cares about what customers think and how they feel. Not only will you identify important trends and business insights, but your agents will build better connections with your customers, which in turn, builds customer loyalty to your brand.
Ensure contact center quality through Omnichannel Monitoring
View your entire customer journey–from your customer’s perspective.
Ensure reliable, quality customer service across every channel.
Increase customer loyalty and satisfaction.
eBook: 4 Ways to Transform &
Optimize Your Contact Center
Here’s what you’ll learn:
How Speech Analytics are changing CX
How to gain valuable insights that put you years ahead of your competitors
The keys to creating a thriving culture
ARC has been a great partner and collaborator for our needs and if we need anything in the future or any of the other programs at my agency need anything like this, ARC will be the first I will recommend.
Sheena M Ammen Binder
Director, Client Access - AllHealth Network
I am impressed with the quality of notes and their ability to capture the technical details properly in them – which is tricky given all the components and technical jargon our industry likes to throw around.
I feel better now that I know the coach and know all the preparation they put into understanding our company. I feel like they are part of the team now. I was impressed with the fact that they have already profiled our coordinators and understand the best tactics to train them with.
ARC was very receptive to our needs from the very beginning and I could tell that they were going to be a pleasure to work with. Their references were excellent and their pricing was exceptional! They are open to new ideas and very creative – they really go the extra mile to help.
Houston Methodist Hospital
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