Verint, EMC Announce Interoperability Pact
Both companies acknowledged that with Verint's expertise in helping organizations capture, analyze and act on customer and business intelligence, it became a natural next step to advance its WFO certification and interoperability with EMC ECS.
Texting: The Next Big Step in Workforce Optimization
Every company wants to maximize the potential of its workforce, as it all comes down to simple dollars and sense; more productive workers equal higher profits. This is especially true in contact centers, where more calls answered successfully can translate into higher customer satisfaction and retention.
Workforce Optimization, Social Media Combine for Customer Satisfaction
Further, in an added option the monitor can immediately assure the customer that the next time they entered the store, they would have a more satisfactory experience. Perhaps offering an incentive, like a 30 percent off coupon, might help them get what they are looking for at a fantastic discount. The customer is then advised to keep the store in the loop on any future experiences.
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.