Workforce Management Feature Article
August 07, 2012
Let Workforce Management and Call Recording Work Together to Optimize the Contact Center
By Tracey E. Schelmetic, TMCnet Contributor
When it comes to call center solutions, it's often true that the power of an integrated solution is greater than the sum of its parts. This is particularly true when it comes to combining call recording with workforce management, which together result in the kind of workforce optimization solution that combines the convenience, efficiency and cost-saving benefits of both solutions in one unified software package, boosting a company's productivity, creating efficiencies and saving money.
Unified call recording and workforce management can bring a number of unique benefits to contact center operations, wrote workforce optimization solutions provider Monet Software in a recent blog post. In these benefits lie the opportunity for cost savings, time savings, increased efficiency, happier agents and more satisfied customers. The benefits are:
Simplifying agent administration. Workforce optimization allows you to consolidate your user management activities through centralized administration. This saves time and reduces cost; also avoiding siloed user databases and redundant user/agent management, according to Monet.
2. Better performance. Better investigative capabilities and call center insights, metrics and alerts across multiple functions help call center managers make more informed decisions faster, resulting in optimized call center performance.
3. Data sharing. Data collected by both call recording software and workforce management software can be easily shared between supervisors, managers, trainers, analysts and even groups of agents. This way, says Monet, everyone is always working from the same information, and can coordinate any necessary action without anyone individual or department being out of the loop.
4. Cooperation for better service. One way to expedite improvements is to create cross-functional teams that can work together on such challenges as optimal scheduling and improving the quality of each customer call. When call center recording and workforce management are in sync, informational silos are eliminated and customer service improves.
5. Lower costs. By using a unified solution of call recording and workforce management software, contact centers can lower some costs and eliminate others, such as the need for third-party integration. The contact center can also reduce overhead expenses by centralizing all administrative functions in a single source.
If you're still working with individual solutions for call recording and workforce management and those two solutions don't “speak” to one another, let alone work together, you are likely missing out on a number of solid opportunities to improve your contact center operations and save money. And chances are, your customers and your agents are suffering for it.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Amanda Ciccatelli