Monitoring & Recording Articles

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>>


Article | May 25, 2011
Delta Hotels and Resorts Has Improved Customer Service and Sales, Increased Agent Productivity and Decreased Employee Turnover Since Implementing Envision Click2Coach®   

Founded in 1962, Delta Hotels and Resorts has grown to become Canada's leading first-class hotel management company. Today, we boast a diversified... More>>



Service
Article | May 17, 2011
Reaching Out to Your Customers: Six Steps to Proactive Communications   

Every time you receive a voicemail alert that your flight has been delayed or your prescription is ready for pickup, you are reaping the benefits of... More>>


Article | May 9, 2011
Key Metrics to Analyze the Gap Between Self- and Live-Agent Service   

Even with the continued growth of self-service in the call center, some customers continue to need, or prefer to speak with, a live agent. What... More>>


Article | May 2, 2011
Customers are Communicating More   

When have you been in touch with a contact center lately? Or when have you sent an e-mail to "info@companyname.com?” Or simply, when have you last... More>>



envision01
Article | April 21, 2011
Vermont Teddy Bear Increases Contact Center Revenue With Quality Assurance Makeover and New Sales Initiatives   

For 30 years the Vermont Teddy Bear Company has been making the “the best Bears in the Universe” and delighting children of all ages across the... More>>


Article | April 6, 2011
The Transition to SIP Trunks and the Challenge of Voice Recording   

IP-based communications have radically transformed the way people interact. Setting up separate infrastructures to transport voice and data traffic... More>>


Article | March 7, 2011
Industry Best Practices: Communications Recording and Quality Management System Evaluation   

In the landscape of today's information technology arena, customers are looking for superior "value-for-money" solutions to achieve better investment... More>>


Article | January 31, 2011
Quality Management in the Cloud   

With cloud computing, companies can now benefit from the software-as-a-service (SaaS) approach for their contact center, moving away from local... More>>


Article | January 14, 2011
Winners and Losers in the "New Normal" Economy - The Top 10 Differences   

How is it that companies that have been around for more than 100 years failed in this economic downturn while other younger companies like Apple,... More>>