Why do companies invest so much in their contact center technologies? Because communicating with and supporting customers is important. In fact it is more than just “important.” It is the key to survival for many companies. Billions of dollars per year are invested in communications technologies because of the promised cost savings, efficiency improvements and increased customer satisfaction. These companies know that customer interactions – whether for revenue generating or customer support purposes – start well before the customer opts out to a customer service representative.

In fact, many companies have invested in complex contact center solutions because they believe the technology will handle all or part of many customer inquires reducing the need for costly human intervention.

With so much at stake, it is surprising that some of these same companies still rely on internal monitoring or -- worse yet -- word of mouth to find out how their contact center technologies are performing. Word of mouth and internal monitoring provide valuable information regarding the performance of the infrastructure itself, but only hint at what the user experience might actually be.

The obvious and simple way to find out how your technology is performing is to call in just like your customers do…remotely (using the toll-free number if you have one) and from end-to-end (from dialing the number to opting out to see if the screen pop is correct). But using your employees to check on performance is not only impractical, it is inefficient and error prone. So where do you find a practical, simple, effective way to stay on top of contact center technology performance?

Before and after you put the technology into service, you can engage a seasoned contact center testing company like IQ Services to deliver cost-effective, managed performance validation services that are:

• Automated and therefore repeatable and reproducible
• Remotely delivered through the PSTN just like customers
• Non-invasive so all you have to do is say “call me”
• Robust enough to deliver lots of helpful data about what is really happening
• Focused on evaluating and documenting the customer experience for every call

Remote contact center testing and monitoring services provide critical insights into the performance of your technologies as well as the experience of your valuable customers. To learn more, press Request Information button on the left pane to receive a short introduction to remote contact center testing and remote performance and availability monitoring for contact centers.