Workforce Management Feature Article
March 27, 2012
Call Recording Can Extend the Value of Your Workforce Management Software
By Amanda Ciccatelli, TMCnet Web Editor
The goal of workforce management is to create a more productive work environment through the planning, management tracking and analysis of agent performance, forecasting, scheduling and adherence. The ongoing goal of every call center management team is higher service levels, favorable customer interaction, and more efficient services and profitable sales. Call recording software combined with workforce management are essential tools in these efforts.
A recent Monet Software blog explains that call recording software solutions make it possible to capture intelligence from agent-customer interactions, which improves service levels and service quality. Data gathered from customer contacts makes it easier to forecast the length of future calls, find out why some calls take longer, and respond accordingly with training or changes in procedure. Call recording software can also assist with assessment of agents’ skills and performances, allowing for skill-based routing and scheduling.
One of the areas where call recording software can have a positive impact is workforce management. There are several elements to workforce management systems that incorporate call recording software solutions that can improve communication between management and agents. Call recording software can also assist with assessment of agents’ skills and performances, allowing for skill-based routing and scheduling.
Call recording is essential to improve customer interaction to comply with regulations and internal policies, mitigate risk of litigation, monitor quality of service and leverage recorded calls to gain insight. Monet Record provides an easy way to capture, monitor, store and manage customer interactions to improve your customer service as well as ensuring regulatory compliance.
There are several ways call recording improves customer service. Automated recording makes for an easy set up of recording parameters and rapid access to call recordings with associated data and reports. It is possible to gain insights into customer interactions by monitoring live calls and by quickly navigating among recordings to locate critical calls, and it is easy to identify patterns and analyze metrics.
Call recording improves customer satisfaction as it easily monitors customer service quality, locates call recordings for training and quality assurance purpose, and establishes quality standards. VoIP capabilities in call recording software make it easy and fast to reconfigure due to changes in regulations, new business needs and advancements in technologies.
Monet's workforce optimization solution is cloud-based and delivered as a service, avoiding a large upfront investment and software implementation. To learn more about Monet’s workforce management solutions, click here.
Edited by Jennifer Russell