Monitoring & Recording Articles

Article | May 1, 2006
Hosted Solutions   

Technology providers sing the praises of the “virtual” contact center. But what is it, and how does it help? Here’s what you need to know about... More>>


Article | May 1, 2006
Dynamic Simulation Software: Invaluable for Contact Center Coaching   

As a broad range of industries feel the effects of and conform to the realities of a highly competitive global economy, contact center managers are... More>>


Article | March 1, 2006
Workforce Optimization and the Customer-Centric Enterprise   

This year, organizations around the world are expected to spend $1 billion on workforce optimization (WFO) solutions to enable them to deliver... More>>


Article | March 1, 2006
Automated Agents   

I manage the contact center for a large managed care organization that’s trying to reduce inbound calls. I frequently hear about outbound automated... More>>


Article | March 1, 2006
Enterprise Integration   

It is well-documented that customers would rather do almost anything other than call their consumer service providers such as health insurance,... More>>


Article | January 1, 2006
Integrated VoIP Recording Ensures Quality and Reliability   

Part 1: Integrated VoIP Recording Ensures Quality and Reliability Part 2: Self-Service Helps Diagnose Source of VoIP Problems Part 3: Bridging the... More>>


Article | January 1, 2006
Finding the Right Fit: Strategies for Small and Medium Size Operations   

Being customer focused is key to business success– from a small, local operation to a Global 500 company. Knowing and understanding customer needs... More>>


Article | January 1, 2006
Winning the First Impression: Application Performance Monitoring Ensures Customer Quality   

When the German philosopher Arthur Schopenhauer (1788-1860) said, “It is only at the first encounter that a face makes its full impression on... More>>


Article | January 1, 2006
Agent Performance   

Part 1: Best Practices = Best Agents Part 2: Do You Really Know Your 50+ Customers? More>>


Article | November 1, 2005
Root Cause Analytics: The Power of Why   

Contact center managers have access to more tools for collecting data—and more solutions for counting it—than ever before. As a result, they are... More>>