Monitoring & Recording Articles

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>>

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>>