Monitoring & Recording Articles

Article | February 4, 2014
3 Ways Voice Biometrics Protect Contact Centers from Fraudsters   

Contact centers in the financial industry are vulnerable to “professional fraudsters” whose systematic attacks account for the majority of fraud... More>>


Article | January 21, 2014
Improving Agent Performance: 5 Tips for Successful Multitasking   

Multitasking is a critical success factor for employees, and particularly for contact center agents. The very nature of the agent job requires them... More>>


Article | November 19, 2013
5 Ways to Fix Customer Service Angst and Take Control of Your Revenue   

The moment a customer contacts a company, the call has the potential to either strengthen the caller’s relationship with the company or damage it.... More>>


Article | November 5, 2013
6 Cloud-Based Solutions to Enhance Remote Communications   

Over the last few years, the Voice over Internet Protocol (VoIP) industry has experienced an increased demand for new business communications... More>>


Article | May 7, 2013
5 Ways Banks Can Leverage Their IVR to Reduce Costs   

Rather than setting your IVR and forgetting about it, it makes great business sense, especially at a time when retaining customers and minimizing... More>>


Article | April 23, 2013
3 Critical Steps to Prep Your Contact Center for the Affordable Care Act   

For most Americans, 2014 marks the year the Affordable Care Act goes into full effect. But for healthcare companies, now is the time to prepare.... More>>


Article | April 9, 2013
Six Key Reasons Chat Can Be Good for Business   

Evidence both anecdotal and quantifiable proves adding chat as a method of customer communication can be beneficial to most organizations. However,... More>>


Article | February 26, 2013
Four Security Strategies to Eliminate Work-from-Home Vulnerability   

The work-from-home model provides a number of business benefits including improved agility, better access to superior talent, decreased capital... More>>


Article | February 12, 2013
Three Surefire Mobile Support Strategies that Drive ROI   

A well-planned mobile self-service strategy will ensure your organization is ready to embrace the mobile consumer and at the same time reap the... More>>


Article | December 18, 2012
Customer Service and Marketing: Where the Rubber Meets the Road   

In general, this study clearly shows that customer satisfaction levels are low and companies need to realize that there is so much more to... More>>