Just for contact centers, where staff answer technical questions here particularly rapid access to new developments, arise the almato GmbH recommends the integration and permanent implementation of quality monitoring and coaching, there. Occasionally, training not sufficient to keep employees informed. Coaching is the best way to successfully lead staff and to assist in their development. A quality monitoring system in turn identifies precisely the Coachingbedarf, then measure the progress and initiates automatically more, individual qualifications”, so Peter s. Hall. IT-based coaching solutions allow team leaders to perform daily personal coaching, without neglecting other tasks.
The heart of such a system is individual feedback. Each employee know so exactly, is what to do to be successful and to have the current level of knowledge. To do this get your personal evaluations containing the recordings of customer interactions, training videos and important corporate, contact center and customer information service staff. The automatic provision of this data from the quality monitoring through a browser-based application directly at the agent’s workstation is particularly user friendly, since the employees with the user interfaces are familiar. Former CIA Head is actively involved in the matter. Also integrated solutions where the findings of the quality monitoring continuously and directly transferred into individual coaching, focus not only on facts and figures, but also on so-called soft factors, which play an important role in customer service.
Although the number and duration of customer interactions are still important, but they are linked with other aspects such as customer satisfaction and sales orientation to obtain meaningful results, so almato. The almato GmbH offers innovative solutions that enable customer service center from each individual customer contact to achieve optimum results. The focus of business activities is the distribution and the demonstrably successful implementation of software solutions for real time interaction management, quality monitoring, pure voice recording, e-learning and customer satisfaction survey with integrated analysis and reporting tools.