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Being able to keep costs low while maintaining customer service levels can be challenging. Many organizations use spreadsheets which do not support multi-skills for agents. If you are not using a workforce management tool, you are paying more in labor than you should be or you may have calls backed up due to not having the right people in the right place. Here are a few benefits of implementing a workforce management software program:
Notice anything different? Over the past few months Co-nexus worked on building a new website and we launched it last Tuesday. The website includes our original logo with updated colors and is loaded with resources! Here are a few things you'll find if you head over there.
Many states are beginning to make changes to the way their customers can communicate by developing an app similar to Alexa and Siri. The goal is to make it voice interactive so the public can access services throughout the community. According to Strategic Partnership Inc in this article there will be an array of types of services from digital drivers licenses to municpal services.
Co-nexus just published a video to our new You Tube channel on Unified Communications. Let us show you how to connect anywhere using any device. Being able to internally chat, collaborate and communicate makes employees more productive.
Co-nexus recently hosted a webinar on quality monitoring best practices. We recorded it to share with you at your own leisure. The webinar covers how to improve quality monitoring within your contact center. It discusses various ways agents are monitored, and their benefits. After a brief overview we also demonstrated using CXM's software how automated workflows enhance the monitoring process.
Hurricane season is here! With tropical storms, depressions and hurricanes brewing, it's important to take time to ensure you have a disaster recovery plan in place for your communications. Hurricane Ike damaged an estimated $29 billion properties according the The Storm Report. Hurricane Rita caused over 3 million residents to be evacuated according to Hurricane Science. The list of people, businesses and property affected by natural disasters is long and more storms will be added this year. Let's take a look at how you can improve redundancy in the event your business is hit.
Having remote employees can help businesses grow without having to pay for overhead expenses that come with utilizing an office. Employees on the other hand save so much time by being able to avoid a daily commute which impacts their work life balance. Oftentimes, employees would prefer to be allowed to telecommute over getting a raise. But making sure that your team still stays connected and collaborates effectively requires having the right tools and management skills. Let's take a look at how to better manage remote employees: