Avaya

JANUARY 26, 2018

Desktop screen capture: This is an undetectable back-end process that records desktop screen activity during each customer interaction. Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings.

2004 51

2004 White Paper Financial 2008 51

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. So, the importance of optimizing it – getting the most value from the people that comprise it – cannot be underestimated.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Avaya

MAY 20, 2019

When thinking about Workforce Engagement , what comes to mind? Call recording? You wouldn’t be wrong, but Workforce Engagement has evolved into so much more. As partners for nearly 15 years, Avaya and Verint represent the best of what customer engagement leaders can do (Avaya being No. Quality Management?

White Paper 11

White Paper Net Promoter Score Marketing Contact Center 11