Devoted to the call center industry, the agents on the phones, and their managers

We're continuing our conversation with Eyal Rudnik from NICE Systems, who uses software to measure each agent based on key standards and supply feedback based on each agent's skill level.

Do monitoring and management systems work better for email and chat than for voice calls?

Rudnik: I really see no big difference in terms of the process. One thing I do foresee is the ability to connect between different types of multimedia communication. This provides the ability to really understand an entire interaction through a chat conversation which can easily be evolved to a VoIP conversation, and an email can follow that. NICE SmartCenter allows our customers to monitor and analyze different touch points regardless of underlying communication technology (i.e. Voice, email, chat).

Further reading: Call Center Perpectives and Sharon Drew Morgen’s Customer Service tips