Avaya and Salesforce Service Cloud Deepen Ties
The contact center is in the midst of some major renovations - technologically speaking that is. From workforce optimization software to machine learning and the utilization of analytics, this is not your father's contact center. This week, we saw news for Avaya Engage highlighting the innovation at hand, as Avaya announced an expanded partnership with the Salesforce Service Cloud.
A Great Customer Experience Is Every Department's Duty
Workforce optimization solutions can help contact centers meet their performance metrics and ensure they're not paying to over-staff while simultaneously ensuring that the customer experience isn't suffering in an effort to keep costs down.
Top 10 Ways To Boost Contact Center Agent Performance
This white paper touches on the ways your contact center can improve agent performance by using a call recording and quality monitoring solution. Improving agent performance has many benefits, including creating a healthy work environment, where teams of agents can collectively strive to achieve common goals. It also makes sense that improved agent performance will also yield an improved customer experience.
Benefits of Call Recording & Call Monitoring for a Call Center
This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team's superstars, and ultimately, maximize your center's opportunities creating an environment of stellar customer service.