Workforce Management Featured Article
The Cloud Eliminates the Burdens of Performance Management and Leaves Only the Benefits
The cloud has revolutionized most contact center processes today, from telephony to workforce management to analytics. But there is no area that has been more profoundly changed than call recording.
Contact centers today engage in call recording for a variety of reasons. Some industries are required by law to record all calls (health care and financial services). Other contact centers record all calls for liability purposes, or to run analytics on their recorded calls to ferret out business process intelligence. More contact centers record all or some of their calls in order to engage in high-level performance management for employees.
Once upon a time, recording 100 percent of calls (or even a portion of calls) was a serious burden, according to a recent blog post by workforce management solutions provider Monet Software’s CEO Chuck Ciarlo. Thanks to the cloud, these burdens have been drastically reduced or even eliminated.
“No need for a team of IT experts to descend on your call center and begin a lengthy installation that will disrupt work for weeks,” wrote Ciarlo. “Forget the complex software implementation and simply access the quality monitoring tools you need form the cloud. Just start your subscription to quality monitoring in the cloud, and you’ll have everything you need.”
Companies can simply purchase the recording solutions on a subscription basis, and have someone else store (and guard) the recordings. Recordings become easily searchable, and some solutions can automatically classify and group calls into a more usable organization. Companies can use these call recordings to mine for intelligence, such as why callers are canceling accounts, using speech recognition and keywords.
It’s also a compelling way for a company to boost the quality of service its offering customers by keeping a finger to the pulse of a contact center’s operations. Supplemental features such as scorecards help make it easier to conduct employee evaluations, says Ciarlo.
“There are several elements to a quality monitoring program, including call recording, screen capture and integration of scorecards,” he writes. “These parts of the whole must be able to function together, and the best way to make that happen is with a fully integrated solution that delivers the big picture, as well as the smallest details that contribute to its formation.”
By seeking out a solution that offers cloud-based recording and screen capture in conjunction with a solid process for scoring calls, companies can save time and effort evaluating employees and improving their performance to the benefit of the business, all while keeping costs in check.
Edited by Maurice Nagle