Contact Centre Workforce Management

A contact centre is only as good as its staff. Invest in this critical resource with our state-of-the-art contact centre management software.
Our contact centre workforce management solutions offer interaction recording for a wide range of applications. From logging important details about a meeting with a business partner or an audit trail, to query disagreements with customers, Silver Lining has you covered.

Contact centre management software is also useful as a monitoring tool to develop your staff customer service skills as well as drive new sales through better techniques. Staff can also benefit from built-in scheduling tools.
This is the amount of polled customers who were willing to pay more for better customer service.

What is workforce management?

Our contact centre workforce management solutions let organisations capture and analyse every customer interaction, which enables better coaching and growth opportunities for employees. This comprehensive data snapshot can be utilised for voice, video or text-based contact centres.

This is possible through more than just recording conversations across all your communication channels. We also offer accurate, real-time, transcription for voice and video into text, which can be delivered along with the recording to any device.

What are the benefits of workforce management for call centres?

Call and screen recording
Real-time status boards
Scheduling tools for employees
Better coaching with speech analytics
Get the most from your workforce with our contact centre management software. Get in touch to find out how it can help you.
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