How do you ensure quality in your contact center? How do you understand what happens every day between agents and customers in your call center? For most contact center managers, contact center call recording is an integral piece of call monitoring and quality management.

Trends such as multichannel integration and HD Voice are changing how contact centers are operating. How will these trends impact contact center recording technology, and more importantly, how can they be value adding assets to your business?

HD Voice: A Future Proposition

It’s coming, but it hasn’t arrived just yet. Many contact center recording software providers who are on the edge of developing technologies have already added HD voice functionality to their software packages. In terms of contact center recording and monitoring, HD voice allows greater clarity and understanding of customer conversations. Software that algorithmically monitors quality has the potential to perform much better with clearer voice recordings. For the customer, HD voice offers a large jump in ability to understand and be understood, which likely will reduce call times and increase satisfaction.

Yet, HD voice is still at least a few years away from being the norm. The use of HD voice communications and call recording is limited by the older legacy public telephone system which is at a lower quality level. Internal calls in a business can utilize HD voice, but the public network needs infrastructure improvements before mainstream adoption of HD voice. Mobile operations like AT&T and Verizon have already declared adoption of HD voice in the next two years, representing the minimum time frame for a widespread HD voice enablement.

Multiple Channels, One Customer

Customers aren’t just calling to contact organizations. They are emailing, texting, and posting on social media to engage the contact center. A recent study found that the average American spends 6 hours a month on social media websites. With consumers spending so much time on these sites, they become growing interaction channels for the customer to contact the contact center. Yet businesses are slow in capturing and unifying these communications; information isn’t crossing the boundaries of the organization.

Brynn Palmer, principal in solutions marketing at Verint, said in a recent article in CIS magazine that:

“Companies must fully realize that if they are going to have a 360 degree view of customers that they must monitor, record and analyze interactions that happen via chat, e-mail, texts and on social networks in addition to recording voice. To do that they must have the tools in place to collect the data at the enterprise level.”

The ability to view and analyze the customer through multiple communication mediums is a growing capability in various contact center recording software solutions. If the voice of the customer is to be truly captured, organizations need to be able to hear them however they are choosing to speak with the company. Companies are taking out the earplugs.

How do you think these trends will change the modern contact center? Are there other trends you are concerned about? Leave your answers in the comments below.



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