Workforce Optimization Software Resources
- 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.
- Investigating the Value in Integrated Speech Analytics
The power and capabilities inherent in speech analytics have been intriguing since before it was a reality. Having the ability to quickly find a call using simple keyword search would certainly be an advantage to any organization. Taking speech to the next level, where an organization can leverage speech analytics for quality automation, is where call center professionals really start to see an application for the technology.