10 Ways Skype for Business Recording Helps your Contact Center

According to Gartner, by 2020, 20% of all contact center seats will be based on Skype for Business (S4B). If you are already using S4B in your customer service environment, did you know you can augment the application with a seamlessly integrated call recorder? This will enable you to capture all aspects of your S4B interactions.

The ability to capture and replay your full S4B interactions provides value to you and your contact center in a variety of ways, including:

1. Improved agent training. Supervisors can review interactions with agents to validate positive interactions and to provide training on how to handle difficult situations.
2. Agent self-evaluation for improved performance. Agents can review their own interactions to gain insights, see if they missed anything and to understand what might have gone wrong, such as if the customer defected.
3. Easier dispute resolution. Replayed interactions can help resolve disputes by showing exactly what was said and by whom.
4. Seamless interaction between inside and outside sales reps. Inside sales reps can forward recorded sales interactions to the sales rep who is being assigned the sales lead.
5. Proven compliance. With the recorded interaction, you can prove compliance with GDPR, MiFID II, PCI-DSS, HIPAA, TSR and more.
6. Easier training of new agents. Sharing recordings of successful interactions with new agents helps train them on best practices.
7. Easy-to-access best practice sample calls. Replaying best-practice calls before team meetings can boost morale and give under-performing agents ideas for improving performance.
8. Customer insights for company-wide knowledge. Enabling business users, such as marketing, sales, R&D and C-suite to listen to recorded customer interactions allows them to stay in tune with the needs and concerns of customers.
9. Improve marketing and sales outreach. Review recorded interactions to uncover valuable customer insights to help your sales and marketing teams.
10. Support employee reviews. Use recorded interactions in employee reviews to demonstrate improvement opportunities and what the agent did well.

Numonix RECITE interaction recording software can be seamlessly integrated into your S4B environment.

---

Sponsor message - content continues below this message

2020 '15th annual' Global Contact Center World Awards NOW OPEN!

Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE

---

Content continues ….

Source: https://numonixrecording.com/blog/10-ways-skype-for-business-recording-helps-your-contact-center/

2020 Buyers Guide

Get Listed

Telecoms

 

1.)

Cloud IT Services GmbH Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen. You can see the full list of features here: https://www.dialfire.com/info/features

2.)

Cloudonix Cloudonix Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows. Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call. https://cloudonix.io

3.)

Megacall VOIP services Stay in contact quickly and easily with your international offices through Megacall. Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget. 📞 Virtual Switchboard 🔌 SIP trunk 🔢 Virtual number 📠 Call Center Solutions PH: +34 952 667 511 https://megacall.es/

4.)

NetSapiens SNAPsolution Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use. netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc... (read more)Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use. netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a concurrent call basis instead of charging per-seat or per-feature. SNAPsolution, SNAPvantage, and SNAPanalytics give you all the tools to start off strong in the VoIP industry while giving you room to grow efficiently within your means. Why Sessions, Not Seats? The era of the mobile workforce is upon us. In fact, Google recently put out an estimate that 80% of the global workforce is now performing deskless work every day! Unfortunately, when it comes to providing Unified Communications (UC) features to these deskless employees, many systems operators, carriers and service providers are stuck investing in their platforms on a per-seat basis. That limits them to chasing only about 20% of the workforce - those with actual seats and desks. Why not expand your addressable market and open your business model to chase up to 5 times as many clients as you are today? If a majority of the workforce today doesn’t have a desk, does it make sense to purchase the UC solutions you want to sell by the seat? We don’t think so. That’s why we’ve created this report titled Sessions, Not Seats. In it, we’ll show you why finding a UC platform, like our SNAPsolution, that charges for sessions instead of seats is the way to go. PH: 7608463385 https://netsapiens.com/

 

View more from Numonix

Recent Blog Posts:

How Long Should You Keep that Call Recording?	December 3, 2019 5:00 AM
Contact Center 2020: Asset or Liability?	October 11, 2019 5:00 AM
Are your Agents Really Listening to your Customers?	August 26, 2019 5:00 AM
Recording Calls at Universities: What you Need to Know	July 2, 2019 5:00 AM
Call Recording for Legal Firms: What you Need to Know	June 14, 2019 5:00 AM
Choosing the Best Call Recorder for your Healthcare Business	May 15, 2019 5:00 AM
Why Stereo (vs Mono) Call Recording Matters	April 9, 2019 5:00 AM
10 Ways Skype for Business Recording Helps your Contact Center	March 22, 2019 5:00 AM
Record All Customer Interactions to Protect your Credit Union	February 21, 2019 5:00 AM
Using Call Recording and Monitoring to Meet Internal Compliance Requirements	January 22, 2019 5:00 AM