It’s Time to Watch this Video and Answer the Call

When customers receive great customer service from a call center, they won’t stop to ask how it happened. Instead, they’ll just remain customers, and respond positively if asked about their experience. As our new video shows, one way to bring about this positive outcome is with workforce optimization (WFO) in the cloud. Whatever challenges a call center faces, from forecasting and scheduling to training both new and experienced agents, WFO makes it easier and improves the effectiveness of most day-to-day necessities.

Quality management? Call Recording? Performance management? WFO addresses these as well, regardless of the size of the call center or the number of agents employed. The benefits of unified workforce optimization are illustrated in the video below, as well as the advantages of having those benefits delivered from the cloud. Why invest in costly hardware or software, that many not be able to grow and adapt with your business? So if a customer’s call is answered more quickly because of forecasting accuracy, and is routed to the best agent for their needs thanks to scheduling capabilities; and if agents are better prepared because of the coaching they have received with recordings of previous customer encounters, it’s a true win-win for the center, the agent and the caller.  Check out the video and then click on the link at the end of the video to view a more detailed demo.

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