Free white paper: Voice quality in the contact centre

Equipped with the best training and words to use, contact centre agents are on the front line of your business every day, and integral to your success. But what happens if voice quality is poor and they can’t have a quality conversation with your customers?

Not only is it bad for customer service and agents’ morale, it’s costly too. Trying to undo the effects of poor customer service, whatever the cause, is always more expensive than delivering a first-class customer experience in the first place.

This white paper from Integrated Research, the creator of Prognosis for UC performance monitoring, investigates some of the reasons for poor voice quality. Whether it’s caused by a failed trunk, an incorrect version of firmware, insufficient bandwidth or overstretched PBX resources – whatever the cause, poor voice quality can lead to disappointed or frustrated customers, transaction errors and increased call-handling time.

After examining the reasons for poor voice quality, the white paper makes some suggestions about how to resolve them because as voice quality underpins the agent’s front line toolset, getting it right really matters.

Click here to download a copy of the white paper.