Do you know the average time it takes to solve a customer’s problem?
It’s important for organisations to record and analyse customer interactions to understand areas for improvement. These recordings can also track for compliance with external and internal policies.
Quality Management allows you to gain insight into your customer interactions. You can use collected data to drive action in line with your business goals. Quality monitoring provides an accurate and complete view of your contact centre’s performance. You can use this insight to better train and coach your workforce while improving customer interactions.
Still using spreadsheets to manually schedule your staff?
Simplify the complex task of scheduling your employees and reduce costs. Hit the balance between scheduling necessary resources while not overscheduling employees.
Workforce Management software can help you balance customer and employee engagement and meet cost constraints across departments. Our cloud solution helps organisations accurately forecast employees by tracking trends in your contact centre.
Using Salesforce?
Workforce Management for Salesforce integrates to both the ACD and Salesforce case management system to provide greater visibility around general activities.
Are you making customer service a priority in your organisation? Are you able to view all aspects of your customer interactions?
Superior customer service can help you stand out from the competition. Customers choose companies and products based on the level of customer service they’ll receive.
Workforce Engagement combines quality management and workforce management solutions, offering a complete approach for contact centres to reduce operating costs and improve employee performance, reach adherence goals and elevate the customer experience.