Call For A Consult

Equipment and software aren't the only things call monitoring vendors offer. Some provide consulting services, too. Verint Systems (Melville, NY), for instance, partners with TARP, which has a four-day workshop on how to monitor calls and coach agents effectively. With the assistance of the consultancy BenchmarkPortal, which has a post-call survey tool that allows customers to evaluate calls through an interactive voice response system, or in response to e-mail, Witness Systems' (Roswell, GA) reporting module can mesh your customers' feedback with evaluations agents receive within your call center.

etalk (Irving, TX), best known for developing products, offers guidance on how to measure customer satisfaction by collaborating with Convergys, a service bureau. Later this year, etalk plans to introduce performance management consulting services, so that clients can better pinpoint what results they seek from monitoring calls.

"We find that many of our customers are looking to acquire technology but don't know how to implement it," says Roger Woolley, etalk's vice president of marketing.