Call Recording Can Make Call Monitoring Work Better, More Efficiently
Maintaining quality is critical in every aspect of a company's operation, but in few areas is it more important than in the call center. The reason is simple: It is often the initial customer "touch point"--that is, one of the first areas of a business with which a customer makes contact.
Healthcare Workforce Management Systems Market Likely to See Major Jump
The global healthcare workforce management systems market is predicted to jump from $761.7 million at the end of this year to $1,453.8 million by 2019. MarketsandMarkets projects in a new report that the increase represents a compound annual growth rate (CAGR) of 13.8 percent between 2014 and 2019.
Growth in Global BPO Reflects Small Companies' Desire to Succeed Like Large Companies
Nowadays, more and more companies are examining their internal processes and taking stock of what's worth their time and what's not. Functions such as software development and coding, call center services, back-office functions such as billing and accounting, research and development and many more operations are often a drain on a company's resources, both human and financial. This is probably why the global business process outsourcing industry (BPO) is booming.
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.