Workforce Management Feature Article
April 21, 2010
CallCopy Unveils Latest Version of Workforce Optimization Suite
By Jayashree Adkoli, TMCnet Contributor
According to CallCopy, its cc: Discover suite offers innovative contact center solutions such as advanced call recording, screen capture, quality management, speech analytics, performance management, customer survey as well as workforce management capabilities to organizations of all sizes and industries.
Company officials said in a press release that the company's product development roadmap is greatly influenced by customer input. Many new or enhanced features incorporated will help organizations in delivering an outstanding customer experience, thereby helping not only to enhance productivity but also reduce operating expenses.
'One of our strengths is the ability to deliver value to our customers through a robust, innovative product coupled with exceptional support,' said Jeff Canter, chief operating officer at CallCopy. 'As is the case for all of our releases, our customers played a key role in the development process, and have access to all new features through the upgrades included in their support contract.'
The expanded agent coaching and training feature helps in optimizing an agent's performance by distributing personalized training curriculums based on individual needs. In order to improve efficiency, it is possible to complete assigned training during periods of low activity.
By providing enhancements to quality management module, CallCopy was able to provide flexibility for organizations that are looking to achieve higher levels of customer satisfaction. In addition, collaboration is also improved by providing the ability to import and export forms, thereby facilitating knowledge sharing with other industry professionals through cc: Community.
In addition, CallCopy has also improved user experience. According to company officials, customer feedback played a key role while incorporating enhanced features into user interface. Improved user interface resulted in increased efficiency mainly via intuitive navigation and easy access to data.