Work-from-Home Bundles for Call Recording - Calabrio (UK)

Work-from-Home Bundles for Call Recording

SPECIFIC, RAPID-DEPLOYMENT SOLUTIONS
ALIGNED FOR EMERGING CHALLENGES WITH REMOTE WORKERS.
DEPLOY LIVE WITHIN YOUR ENVIRONMENT IN A MATTER OF DAYS.

GIVE YOUR CONTACT CENTRE THE INTELLIGENCE AND FLEXIBILITY TO ENABLE A FULLY REMOTE WORKFORCE.

As contact centres around the globe rapidly shift to fully remote workforces amid the COVID-19 crisis, they are recognising the need for new business management strategies. They wonder which tools are available to assist them in managing remote workforces. They ask how to gain greater visibility into the health of their contact centres. In particular, contact centres need to quickly gather relevant insights and keep their agents engaged regardless of where they sit — all while continuing to provide excellent customer service.

Now is not the time for elabourate features and complicated roll-outs. Contact centres need to address very specific gaps in their current solutions — and they need to do it now. Calabrio is now offering a set of Work-from-Home (WFH) bundles that provide specific, rapid-deployment solutions that align perfectly with the emerging challenges of managing a remote workforce.

WFH EVALUATIONS AND LIVE MONITORING

CALL RECORDING WITH QUALITY EVALUATIONS & LIVE MONITORING

Build the foundation for an intelligent QM command centre leveraging Calabrio’s best-in-class quality evaluations and live monitoring toolset.

Focus on the calls that matter most.
Take the guesswork out of which calls to evaluate.  Automate the process so you can quickly identify the calls that matter most and automatically assign them for review.

Free up managers’ time.
Automatic selection of calls to evaluate significantly streamlines the entire QM process, keeping evaluators and agents focused on the metrics that matter most and giving contact centre managers more time to focus on the other challenges associated with enabling remote agents.

Deliver real-time feedback to remote agents.
Helps ensure a smooth transition for remote agents. Allows managers and supervisors to keep a watch on agent activity throughout the day and provide the immediate feedback the agents crave to keep them engaged, motivated and providing excellent customer service.

Keep the contact centre focused and aligned with business objectives.
Create a QM command centre that gives contact centre mangers, evaluators and agents direct visibility to the metrics and information that matter most for their jobs — and enables you to connect your contact centre quality programme with top-level business objectives.

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WFH DESKTOP ANALYTICS

CALL RECORDING WITH CALABRIO DESKTOP ANALYTICS

As your workforce rapidly transitions to a fully remote model, Calabrio’s real-time, AI-driven Desktop Analytics toolset empowers contact centre managers in important new ways — they can to stay in tune with remote agents and help them make the best use of their time.

Drive agent policy adherence remotely.
AI-driven desktop analytics automatically monitors agent activity to help managers ensure remote workers are following standard procedures and protocols, including any new requirements related to the COVID-19 crisis.

Identify and address productivity roadblocks for remote agents.
Remote agents are working in new ways and with new technologies. Desktop Analytics connects the agent desktop activity with what’s going on in the customer interaction. This helps you identify any technology or process issues that are creating roadblocks or bottlenecks for remote agents.

Ensure PCI compliance.
Calabrio’s proven, fully automated pause-and-resume feature responds in real time to agent actions – it ensures PCI compliance and prevents the recording of sensitive customer information – eliminating the risk of human error without slowing down agent workflows.

Gain deeper QM insights.
View Desktop Analytics activity alongside audio playback in a single-panel view, providing deeper insights into how agents’ actions correlate with customer interactions and quality outcomes.

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WFH SPEECH RECOGNITION

CALL RECORDING WITH CALABRIO PHONETICS

The crux of the challenge in contact centres is homing in on what matters most. This becomes even more challenging with a remote workforce. To help with this, you can leverage Calabrio’s CR+ Speech Recognition solution to automate recording and reporting of key words and phrases. This lets you automatically focus your attention on the calls that are most important for every key audience — including your contact centre, your business and your customers.

Focus on the calls that matter most.
Capture, identify and evaluate calls for key words and phrases important to your business, making it easier to manage your contact centre and keep it aligned with company goals.

Flag interactions for high-priority review.
Focus manual evaluation and in-depth review by automatically placing an interaction in a high-priority QM que based on key words and phrases.

Uncover emerging trends in what your customers are saying.
Now more than ever, businesses want to stay attuned to key customers concerns and conversations — particularly as it relates to the COVID-19 crisis. Call Recording with Phonetics lets you create customised dashboards and reports that reveal emerging trends in what your customers are saying.

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WFH OMNICHANNEL CAPTURE AND EVALUATIONS

CALL RECORDING WITH OMNICHANNEL CAPTURE

As your customers manage the realities of a social distancing and remote work, they’re connecting with your organisation more frequently — and across new channels. Omnichannel Capture lets you hear the full VOC and see the full picture of every customer interaction across every channel.

Identify customers across channels.
Automatically tag and organise interaction data from one customer across multiple channels to make sure you’re seeing the full customer journey.

Pull in omnichannel interaction data.
Quickly search and sift through omnichannel data to identify your most relevant interactions, no matter which channel they come through.

Drive omnichannel QM.
Automatically assign the most relevant interactions for review regardless of channel.  Evaluate both agents and interactions across multiple channels in one single-panel view. Take your solution one step further and leverage Calabrio Analytics to build an AI-driven omnichannel QM programme, remotely.

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Interested in a bundle?

Our team is ready to answer your questions

Looking to see how contact centre WFO vendors stack up against each other?

IMPLEMENT REAL-WORLD ACTIONS TO QUICKLY SHIFT YOUR CONTACT CENTRE TO WORKING FROM HOME.

CALABRIO ONE PRODUCT DEMO

A fully integrated customer engagement suite.

MANAGING CHANGE IN THE NEW REALITY

Change management has suddenly become a major priority. Is it baked into your contact centre strategy? Watch the discussion on change initiatives during and after the pandemic.

A COMPLETE GUIDE TO MANAGING A REMOTE WORKFORCE

The world of remote work has taken on a new meaning. Now, with more people working from home, contact centres face new challenges in maintaining excellent customer service.

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