Trends Show Rise of Cloud-based Call Recording, Quality Assurance Apps
The workforce optimization (WFO) solutions market is starting to slow, according to a new report by DMG Consulting. The WFO market revenue is expected to grow by $81.9 million, from $638.4 million in the first half of 2013 to $720.3 million in the first half of 2014, according to the DMG report. This is a slowdown from previous years
Why Call Recording is Good for Going Mobile
The concept of "going mobile" suggests increased flexibility for your workforce, but what does it mean when your customers demand the same? This is a question that must be answered by a number of different organizations throughout multiple industries as consumers are demanding mobile channels to conduct their business.
Collecting Data Doesn't Have to Be a Privacy Issue
Whether you're manufacturing products or offering a service, in order to accurately run a business, you'll need to rely on some good old-fashioned numbers. Specifically the types of numbers you'll need come from a variety of sources, and the sources provide an overall picture of your business. Think: statistics.
Workforce Management Software Can Benefit from the Cloud
The cloud model of software distribution is sweeping across the business world, and with good reason: software-as-a-service turns a capital expense into an operating expense, it offers reduced costs, and businesses can scale their software spend to just what is needed, adding more or using less as necessary.
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.