The Global Association for Contact Center Best Practices & Networking

"Difficult to persuade other departments to move from their own planning tools which they have developed."

"Leverage the voice of the customer throughout the enterprise. CallRex software allows companies to export calls in a standard .WAV recording format, which can be played back with any standard desktop media player. The compact files can be attached to e-mail, included in CRM records, or saved locally on desktops.

Imagine the impact: as you’re sitting in a product planning meeting, you could play back calls with customers describing product issues or feature enhancement requests. The recordings and the voice of the customer put a human touch on the requests, taking them from simple bullet points on a business requirements document to include first-hand accounts of the customers’ needs."

"Knowledge management is an excellent tool to enable employees beyond the contact center to benefit. As a key customer-facing unit, the contact center is usually equipped with accurate information on company products, services, programs and policies. The enterprise should have this material available, as well."

"Customization is a major factor."

"Towards a better and effective organization controlled at a central database"

"Other departments can use them to improve service within the organization. Are your benefits people hooked in? Accounts Payable, Accounts Receivable? These are just some of the departments that service people all over the organization. Once processes are established, Workforce tools can only enhance service and allow us to track if we have enough resources."