Monitoring & Recording Articles

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>>

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>>

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 "” Or simply, when have you last... More>>

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>>