Cloud Contact Centers Add Power of WFO
As the cloud becomes a much more integral part of the enterprise's everyday life, industry insiders are seeing the advantages and making their move. This was the case recently when contact center technology leader Coordinated Systems Inc. (CSI) integrated its flagship product, Virtual Observer, with leading cloud contact center providers to create a powerful new option for businesses everywhere.
Coordinated Systems Proves: Onsite Onboarding Proves Beneficial to New Customer
Call centers have come a long way from the time when it was just a person at a desk, speaking on one call while those on 'hold' were indicated by a row of blinking lights on the operator's phone. Today's now-named 'contact centers' utilize multiple channels such as SMS, Web chat, social media and email to help callers, fix their problems and leave them with a good feeling about the interaction, instead of frustrated and angry.
Report: Workforce Optimization Software Coming into its Own
The contact center market has seen its share of challenges in recent years, but it has been enjoying renewed expansion and growth along with the economy in general. Still, there are areas where this industry can use some help, and one technology helping move it forward is workforce optimization (WFO) software.
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.