Enriched Tools
Contact Center Monitoring
What is Stiga Monitor?
It is a comprehensive service designed by Stiga to monitor interactions with customer-service channels.
With Stiga Monitor, your company can ensure that the contact center complies with guidelines, policies and procedures. It also enables you to identify points for improvement, in order to optimize processes and improve customer experience.
What benefits does Stiga Monitor offer?
- Obtaining objective information: external indicators and objectives for evaluating performance and the service delivered through customer-service channels.
- SLA analysis: monitoring of compliance with the standards set by external suppliers and/or agents.
- Contact center optimization: reduction of costs by identifying inefficient situations that increase resolution times or lead to overly-lengthy interactions.
- Customer experience improvement: enables bad (or good) customer-service practices to be identified. Stiga Monitor also guarantees compliance with established customer-service procedures.
Real-time monitoring
We incorporate the most advanced text analytics and speech-to-text technology into the process, as well as real-time visualization of results on dashboards.
