Monitoring & Recording Articles


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>>


Article | June 5, 2012
The Virtualization of the Contact Center Industry   

It’s known as the battle between “Clicks” and “Bricks.” Will online businesses eventually force brick and mortar stores into extinction?... More>>


Article | March 27, 2012
Busting 3 Myths about the Value and Cost of Customer Service   

Anyone involved with the customer service group within an organization is trying to provide the best level of support to customers while working... More>>


Article | March 13, 2012
Insurance for Economic Success   

The purpose of this column is to help readers stay on top of current trends and issues affecting the home-based customer care market. To that end, a... More>>


Article | March 13, 2012
Improve Customer FCR with Five Simple Steps   

Of all the metrics in a call center, First Call Resolution (FCR) often has the biggest impact on customer satisfaction, yet it is also one of the... More>>