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Call logging involves the production of technical and statistical data about the interactions between call center agent and client to assess the interactions for the purpose of staff training and development, quality control and liability protection. It does not include a mechanical recording of the calls for their content but a compilation of statistical and technical data.

All-in-one headset control. All in the cloud.

White Paper By: Plantronics

PERSONAL HEADSET CONTROL FROM THE DESKTOP In the era of digitally empowered consumer, customer experience is a key business driver. Effortless management of headsets by IT and efficient headset control provides users with well-maintained devices that enable them to confidently engage with customers and ultimately improve the customer experience. When every call is critical, it’s...

Using Gamification to Improve Contact Center Performance

White Paper By: CallMiner

Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics. When contact center agents are more engaged at work, enterprises can optimize engagement with customers. This whitepaper provides you insights...

Speech Analytics: Convert Voice of The Customer Into Business Success

White Paper By: CallMiner

Speech analytics as a technology is used to analyze customer conversations taking place through phone and/or interactive voice response (IVR) during or after the call. Don’t just analyze data, use speech analytics to deliver actionable guidance to employees to support them in doing their jobs. Research shows that 37% of speech analytics users currently use voice biometrics in support...

What Will You Do When the Phones Stop Ringing?

White Paper By: Altivon

It is quite probable, of course, that the phones will not stop ringing altogether. But the contact center that is prepared for such an eventuality will be better positioned to be responsive to customers no matter how they choose to reach out. And after all, aren’t customer satisfaction and retention the mission of the contact center? This whitepaper on “What Will You Do When the...

Cloud Versus Premise: A Decision Framework for Contact Center Technology

White Paper By: Altivon

Competing in today's highly competitive environment requires enterprises to have an agile technology infrastructure to support customer service and to achieve the greater corporate objective of improving the customer experience. In contact centers, choosing between cloud and premise can be confounding. We advocate a decision framework and the same fundamental decision framework for...

Four 'Must Have' Utility Contact Center Enhancements to Improve Customer Service and Save Money

White Paper By: Altivon

There is a great opportunity to improve the performance and contribution of utility contact centers by making four “must have” changes. These changes are consistent with the latest industry trends and contact center developments, leveraging technology and best practices to deliver new levels of service. This whitepaper ensures that the customer expectations are met in the most...

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