Call Recording & WFO Solutions for PBX VENDORS
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Workforce Optimization Software Articles

  • Digimind, Ditto Get Together to Add Image Capability to Social Media Monitoring
    Those engaging in social media monitoring already know pretty well that it's mostly a text-based affair. That's all fine and well until we consider just how many of our conversations involve non-text elements. We communicate with texts, with timely memes, video clips, "demotivational" material, even with emojis. Now, a new partnership between Ditto and Digimind is allowing these non-text elements to be part of the monitoring as well as the conversation.
  • Social Media Taking Center Stage in Customer Service
    When Mark Zuckerberg started Facebook it was intended as a hub for college students to communicate. Jack Dorsey created Twitter as a result of his fascination for dispatch software. Neither had any idea that their innovation would lead to a customer service revolution years later. The omni-channel contact center is no longer a nicety but a necessity as the millennial generation continues to blaze their trail and baby boomers begin to take hold of what technology can offer; the customer service landscape is turning in a very "social" direction.
  • 'Visual Engagement' Adds New Dimensions to Customer Service
    The telephone, while undoubtedly one of the greatest inventions of the nineteenth century, has had (and continues to have) limitations. There's a reason why most people reserve face to face communications for their most critical conversations. A voice from the other end of the line is never going to be as effective as a voice that has visual cues accompanying it. For the same reason, telephone customer support can sometimes be limiting. Often, there are visual elements that would enhance the conversation: a product photo, a demonstration, a page on the Web site, or even just a video conference between customer and agent.
  • InContact Integrates HelpSocial for Social Media Support
    As difficult as customers may seem at times, there's very little they actually want - personalized, timely and resolute service. Too often firms bounce customers around in a corporate game of pinball, ricocheting from agent to agent, having to explain the same issue, question or concern multiple times with no resolution in sight. Companies are learning omnichannel support is the optimal way to address the need, with a primary channel being social media. For this reason, inContact and HelpSocial teamed up to offer the contact center social media care abilities.

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Virtual Observer WFO: Training to Optimization

Featured Whitepapers

  • Creating Accurate Forecasts in Enterprise Workforce Management
    Social networks have changed business. This goes without saying. But what social networks also have done is highlight the fundamental importance of the customer experience when it comes to product and brand marketing.
  • 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.