Extend the value of workforce management software with call recording

The goal of workforce management is to create a more productive work environment through the planning, management tracking and analysis of such vital activities as agent performance, forecasting, scheduling, and adherence.  With call recording software solutions, it’s possible to capture valuable intelligence from agent-customer interactions, and thus improve both service levels and service quality / sales conversions. Data gathered from customer contacts makes it easier to forecast the length of future calls, find out why some calls take longer, and respond accordingly with training or changes in procedure. Call recording software can also assist with assessment of agents’ skills and performances, allowing for skill-based routing and scheduling. Please read more about this topic on our call recording and monitoring blog.