Acquisitions in Workforce Optimization Software Market Drive Better Solutions
Access to cloud computing is a growing priority for enterprises throughout the world. And while some have embraced it with open arms, others sat back and waited for the kinks to get worked out before they jumped. Now, with access to solutions like workforce optimization software, and partnerships between key players, it only makes sense to adopt a roadmap this next level of innovation.
Uniphore Launches New Version of auMina Speech Analytics
It's never really enough to know what someone said. Knowing how they said it is every bit as important, and that makes for a clear demand for speech analytics tools. Uniphore Software Systems recently brought out its new auMina 2.4 update, and with it, users will have a much better handle on the how as much as the what of what's said on a customer call.
Genesys Named as Leader in Two Forrester Reports
It's a great time to be a part of the Genesys team. The company prides itself on helping organizations create omnichannel customer experiences, journeys and relationships. Its overall mission is to provide the best customer experience and contact center solutions and, apparently, it's doing a pretty impressive job. The company announced at the opening day of its annual Genesys G-Force 2016 user event that it has been recognized as a "Leader" in two new reports from Forrester Research.
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.