Monitoring & Recording Articles

Article | January 1, 2005
Converged Recording: Finally a Viable Solution for the Mid-Size Center   

Virtually every company in operation today relies on phone communications to conduct business. Whether they are selling services, providing support,... More>>


Article | January 1, 2005
Self Service: It’s Really About the Customer   

Question: Our customer care team is introducing self-service systems in 2005 to help lower our operational costs. We also want to offer our customers... More>>


Article | November 1, 2004
Empowerment: A Recipe for Success - One Part Trust, One Part Technology   

It is no secret that happy, motivated contact center agents provide better customer service. Satisfied agents are also less likely to go looking for... More>>


Article | November 1, 2004
Global Site Visit – The Essential Next Step   

So your organization has decided to go global? Where in the world is your company going? How will the various teams manage your operation? Will your... More>>


Article | September 1, 2004
Automated Quality Monitoring – An Evolutionary Process   

Analyzing agent performance, identifying and reporting on performance and trends over time are the only true ways to gauge how a call center is... More>>


Article | July 1, 2004
Predicting the Future of Telemarketing   

At 8:30 a.m. on June 27, 2003, President George W. Bush stepped through the doors of the Oval Office and officially announced the national Do Not... More>>


Article | May 1, 2004
Low-Cost Quality Monitoring: Can It Be Done?   

The answer is a resounding YES! In the quality monitoring world, offering a system design that maintains broad features and functionality is not... More>>


Article | May 1, 2004
Workforce Management Redefined   

We have witnessed phenomenal change over the past 20 years in nearly every human endeavor except one: contact center workforce management (WFM)... More>>


Article | March 1, 2004
Endless Loops: Are Your Customers Getting Stuck?   

There is a lot of press these days on the transition of touch-tone-driven IVR to speech recognition systems. The concept is to make the interactions... More>>


Article | January 1, 2004
Out With The Old, In With The New   

The contact center is more than a cost center. It’s where the pedal hits the metal—where business takes place, where customers get their first... More>>