Monitoring & Recording Articles

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>>


Article | December 17, 2012
Four "Virtual" Secrets to Turn Holiday Hassles into Opportunities   

With the holidays upon us, there is no time like the present to find out how a service provider with access to a virtual customer service network... More>>



Contact Professional
Article | November 20, 2012
4 Steps to Constructing an Omnichannel Customer Care Strategy, Part II   

A properly constructed self-service approach starts with the customer in mind and positions itself in front of the customer’s desired channels of... More>>


Article | October 22, 2012
Quality Monitoring and CRM: A Perfect Couple   

Agents of today's contact centers must deal simultaneously with multiple information sources and varied communication channels to meet the... More>>


Article | September 25, 2012
4 Ways to Prepare your Enterprise Network for the Next Big Event   

With the explosive proliferation of mobile devices, it’s no surprise that certain world events – whether they be large sporting events, elections... More>>


Article | September 11, 2012
Managing the Challenges of Remote Call Operations through Workforce Optimization Tools   

The ROI from using remote call centers can be significant, and the need for WFO platforms will continue to grow as the workforce becomes more mobile... More>>


Article | August 28, 2012
Three Benefits of Tapping into Rural America for Talent   

Connecting residents in rural communities with at-home employers may just be the key to not only solving problems for unemployed residents and their... More>>


Article | August 13, 2012
The Four-Point Technology Blueprint for a Secure Home Agent Workforce   

Security is and will always be the top priority when implementing and managing a virtual workforce. In fact, in Ovum’s recent 2012 report,... More>>