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Know Your Stuff

For someone looking at a quality monitoring/recording system for the first time I would recommend that they outline exactly what it is that they want to achieve from the quality monitoring solution that they are buying. There is a lot of variety out there and it can become overwhelming as you look through all of the different vendors. If you are not clear about what you’re looking for, and what the requirements are then you can end up lost and fumbling. In addition, you want to have a good partner to work with moving forward. You need to go with services that will really help you in maximizing that technology and help you through that process of implementation. - Jackie Wiedner of NICE Systems

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To help determine whether the move to a network based contact centre is feasible/worthwhile you must understand your business model, and where your business wants to be in 2 or maybe 3 years. Take a look at how you are going to deploy your resources.... Read More...
July 24, 2021 5:00 AM
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With regards to using a workforce management system, it is important to first get buy in from senior management. To get the real return on investment with workforce management you need to change the processes, and that means change from the top. Also... Read More...
July 23, 2021 5:00 AM
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