Data Analytics Key to Proper HR Investment and Workforce Optimization
The myriad benefits of big data have long been touted and yet data analytics were not always accessible, affordable or practical for many organizations. But now a clear-cut link between analytics and workforce optimization and management has been defined, making use of big data a compelling and valuable proposition for many companies.
WFO Supports Remote Workforces and Innovation
A strong, well-rounded workforce is often linked to increased innovation in the workplace, with more viewpoints being shared and used collaboratively to come up with new solutions and ideas. In the past, obstacles such as distance and family obligations may have kept the best candidates from being hired, but the rise in mobile and cloud technologies have given businesses the freedom to offer employees more remote work opportunities-thus expanding hiring pools and helping businesses ensure that the most qualified applicants can be brought into a team without hindrance.
Inexpensive Solutions for Improving Employee Engagement in the Contact Center
Many companies today - if not most - are looking to improve employee engagement, at least on paper. There's good reason for this. Engaged employees are more passionate, more productive and more likely to stay. They earn companies money and customer goodwill. They use minimal sick time. In short, they simply cost less to employee than disengaged employees.
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.