Monitoring & Recording Articles

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>>

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>>