Call Recording

Call recording itself -no, but the associated "workforce optimisation" applications stack - yes. Most companies already have an investment in bulk call recording, so it's more about actually doing something with the data they already have.

Modern WFO solutions typically incorporate quality management, workforce management (resource forecasting and scheduling), eLearning, and analytics, all of which can provide business benefits, indivually or as a package.

With many businesses focusing on getting more from the same (or even the same with less), WFO solutions certainly have their place in delivering that. For example, QM and WFM for improved agent productivity; speech and data analytics for call avoidance and root cause analysis (or automating the QM process); etc.

However, in the current financial climate, even if the RoI case is compelling, the initial investment can put some businesses off unless creative financing solutions can be offered. There is also a level of business change required to make the deployment a real success - something that some businesses cant swallow when they are just trying to survive! It's tough times for everyone, but I believe that the companies who bite the bullet and invest will be the ones who will survive in the long term.

But then, what do I know! I'm just a consultant who works for a company who implements this stuff.....