Monitoring & Recording Articles

Article | December 20, 2011
Speech Analytics: A New Paradigm for Quality Monitoring   

Globalization and the information technology revolution has transformed the business world, and contact centers must adapt if they wish to survive.... More>>


Article | December 6, 2011
Get Social or Get Out of the Way   

Social media has forced a paradigm shift in the way companies relate to customers. Interaction is a must; one-way messages are increasingly ignored.... More>>


Article | November 22, 2011
Five Tips for Getting the Most from Your Self-Service System   

Consumers today have a do-it-yourself mentality. Whether it's home improvement, online banking or even shopping for groceries, we've come to enjoy... More>>


Article | November 8, 2011
Five Tips Toward Achieving PCI Compliance   

The industry is well aware of the Payment Card Industry Data Security Standard (PCI DSS), which was designed to protect payment card information in... More>>


Article | October 25, 2011
Top Seven Reasons Why the Quality Function Doesn't Add Value in Call Centers   

A recent survey from the Aberdeen Group reported that 80 percent of company executives surveyed believed their company was providing a 'superior... More>>


Article | October 10, 2011
Quality is the Key to Success   

The following case study illustrates how quality and process management can be optimized in a financial institution's environment. Over 13 years of... More>>


Article | October 10, 2011
Top Reasons Why the Quality Function Doesn't Add Value in Call Centers   

You expect your quality program to have some beneficial impact on your business. But after a significant investment, you're seeing little improvement... More>>


Article | September 12, 2011
Top Five Ways to Transform Call Center Jobs into Long-Term Careers   

Two steps forward, one step back. Often times, that's what it feels like when trying to maintain a skilled workforce to meet the demands of call... More>>


Article | August 10, 2011
How to Integrate Social Media, the Newest Customer Contact Channel, into Your Quality Monitoring Program   

With hundreds of millions of consumers using Social Media channels to engage with businesses and a reported 67 percent of Fortune 100 companies... More>>


Article | July 7, 2011
The Special Needs of Financial Contact Centers   

Financial institutions, and especially trading firms, present a much more demanding set of requirements for communications recording and quality... More>>