"Our end users expect their service calls to be handled at their convenience," said David Mora, Manager, Randstad IT Help Desk.
"One of the key advantages of HEAT's integrated voice capabilities is that it keeps our service desk agents highly accountable since calls can be recorded and monitored by supervisors to improve agent performance," said Mora
"In addition, we can learn how to improve service quality by studying agent/client interactions and implementing this knowledge in future training programs.
It's a powerful tool for increasing the value and efficiency of our service desk throughout the organization."
"Our organizational productivity hinges on the effectiveness of our service management teams who play a vital role in optimizing the efficiency of our workforce," said Mora