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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

VOIP call recording unified with workforce management in the cloud

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The integration of VOIP call center recording software with workforce management (WFM) as a combined workforce optimization solution can result in more efficiencies, cost savings and overall improved call center performance: 

Simplify Agent Administration
Consolidate your user management activities through centralized administration. This saves time and reduces cost; also avoiding "siloed" user databases and redundant user/agent management. 

Improved Performance
Better investigative capabilities and call center insights, metrics and alerts across multiple functions help make more informed and faster decisions, resulting in optimized call center performance.

Easy Data Sharing
Data collected by both, call recording software and WFM software, can be easily shared between supervisors, managers, trainers, analysts and even groups of agents.

Better Collaboration across Teams
One way to expedite improvements is to create cross-functional teams that can work together on such challenges as optimal scheduling and improving the quality of each customer call. When call center recording and WFM are in sync, informational silos are eliminated and customer service improves. 

Lower Costs
By using a unified solution of call recording and WFM software, a call center can lower some costs and eliminate others, such as the need for third-party integration. A call center can reduce overhead expenses by centralizing all administrative functions in a single source.

For more information about this topic, please also see our call recording blog.

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