CallCopy featured in ICMI’s Customer Insight Management

CallCopy was featured in an article written by Joe Fleischer in the February issue of Customer Management Insight, an online publication directed to contact center professionals.

The article, titled “Evaluating Agents: The First Step in Transforming Your Organization” discusses changes in many call recording and quality monitoring software platforms.

CallCopy provided content for the article, sharing insight we have received from our customers. One of the major changes we see is that our clients continually refine the Key Performance Indicators (KPI) that are included in their quality monitoring forms. The metrics that are evaluated and the weights / scores associated with each metric are re-evaluated based on trends observed in our diverse quality monitoring report library.

CallCopy’s new cc: Survey application is also discussed, given its potential to compare external quality measurements with internal quality assessments, offering new levels of calibration by relating customer satisfaction ratings to internal quality scores. cc: Survey can provide IVR based surveys through a TDM or VoIP connection to a telephone system, or it can be used for web-based surveys.

The full article can be accessed here.