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.

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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.

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What Are the Benefits of Workforce Management?

Call & Screen Recording

By tracking employee interactions, companies can identify areas where improvement is needed. Additionally, screen recordings provide valuable insights into user experience issues.

Real-Time Status Boards

These boards provide employees and employers with accessible, real-time data that can be used to improve performance and identify issues early on.

Scheduling Tools for Employees

Help to keep employees on track and improve communication and organization within your company. By using these tools, you can ensure that your employees are productive and happy.

Better Coaching With Speech Analytics

Speech analytics can help managers more effectively motivate and mentor employees. This will help them communicate more effectively and achieve higher levels of productivity.

Why Workforce Management?

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.

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Latests news & insights

Take a look at the latest news, insights, materials & content from our resource centre
June 7, 2022

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03456 83 1111
The Granary, Whiteley Lane, Fareham,
Hampshire, PO15 6RQ

Certifications & Industry Compliance

We are proud to present a list of our certifications which each and every one of the Silver Lining family uphold and work to. They are a testament to the hard work and dedication our team put in to their work and the values we have as a business.
© Silver Lining Convergence Ltd
Registered Company Number: 06212357
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