8 cross-industry knowledge management strategies to leverage during a crisis

Talkdesk

By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. With short notice and a high sense of urgency, contact centers made major changes to how they operate, transitioning millions of agents to work remotely, adjusting their training program to onboard new employees from home and adapting to a massive increase in call volume.

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Call Recording for Cost Savings – How? Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. Interaction recording (for calls and text-based media) can help ensure that the organization focuses on, and adheres to, proper scripting and processes, which results in higher rates of ‘First Contact Resolution’. In summary: Call Recording + Quality Management = Cost Savings.

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Call Recording for Cost Savings – How? Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. Interaction recording (for calls and text-based media) can help ensure that the organization focuses on, and adheres to, proper scripting and processes, which results in higher rates of ‘First Contact Resolution’. call recording quality monitoring