Contact Centers

Today's business environment requires contact centers to operate at peak efficiency while improving customer relationships. Mercom's advanced suite of contact center recording, monitoring, evaluation and reporting tools assist our customers in improving customer experience, enhancing productivity, retaining agents, enhancing agents' skill sets, and minimizing training costs.

Mercom's Interaction Performance Suite
Capture. Measure. Refine. Surpass.

• Capture the caller's experience via Audiolog, our award-winning open architecture system for recording, archiving, and playing back multi-media conversations, or choose to search and playback via the browser-based Mercom Interaction Review.
• Measure call-handling behaviors and quantify the impact these have on your principal objectives via Mercom Interaction Quality, our state-of-the-art browser-based agent evaluation and reporting solution. Continue the measurement by using CallMiner speech analytics to mine recorded calls for particular words or combinations of words, and to assist in the automation of the quality assurance process.
• Refine your call-handling processes and employee development efforts equipped with clear, reliable data on caller experience, performance trends and impediments to success.
• Surpass not only your expectations, but also yesterday's benchmark.

Traditional quality monitoring programs continue to fail due to measuring the wrong things, failing to calibrate, inaccurate sampling, and inadequate resources. Mercom's suite of products addresses all of these concerns. Unlike manufacturers who simply produce call center tools in a technical laboratory, members of Mercom's staff have direct experience in running call centers and establishing quality programs. Mercom's products and the best-practice advice and professional services behind them are proven to work in the operational, day-to-day contact center world, providing companies with a statistically valid way to measure their data and refine their processes to obtain better results.

Contact Center Managers today need to:

• Earn customer loyalty
• Upsell/cross-sell successfully
• Increase revenue and yields from an often finite customer base (while lowering costs)
• Manage risk and meet compliance standards
• Reduce staff turnover and ignite brand evangelism!

Capturing and evaluating interactions with customers has become essential. And yet the business case for investing in today's quality management technology goes far beyond the old concept of catching the rogue call center rep misleading customers or behaving unprofessionally. Today's technology allows for an impact that is far more reaching than the one-dimensional "QA Checklists" of the past. For more information about Contact Center solutions, please Contact Us