Most call centers track customer interactions electronically via special software in order to better ensure that all queries are addressed in a timely manner. Popular call center customer interaction software includes Zendesk; Webex; Zoho Desk; LiveAgent and TalkDesk.
Tracking customer interactions helps call centers identify areas that need improvement, such as response time, resolution rates, or quality of service. Additionally, tracking customer interactions can be used by call centers to provide tailored services to customers based on their previous purchases or interactions with the call center.
Call centers or contact centers will also monitor calls for quality assurance purposes. This helps ensure that customers are getting the highest level of customer service possible. Monitoring calls allows call center service providers to make improvements in order to provide an even better customer experience.