Monitoring & Recording Articles

Article | May 1, 2008
Coaching is a Cornerstone of a Great Contact Center   

Coaching is a Cornerstone of a Great Contact Center More>>


Article | May 1, 2008
Translating Performance Metrics into Frontline Knowledge   

All too frequently, companies implement call routing solutions, outbound dialers and siloed performance optimization technologies in their contact... More>>


Article | March 1, 2008
Improving the Effectiveness of Call Monitoring   

If your call center is like most, your organization spends tremendous amounts of time, effort and money on call recording and monitoring for quality... More>>


Article | March 1, 2008
Contact Center and IT Survey: Understanding the Latest Technology Trends   

In mid-2007, business communications software developer, Interactive Intelligence, conducted a survey of its 2,500-plus global contact center and... More>>


Article | March 1, 2008
Dialer-on-Demand: The Evolution of the Physical Dialer   

Dialers have long been at the heart of billing and collections practices, yet today these technologies may have become more of a liability than an... More>>


Article | March 1, 2008
Total Quality Control   

The contact center's evolution into a business profit center has been nothing short of remarkable. Virtualization enabled by Voice-over-Internet... More>>


Article | January 1, 2008
Quality Assurance Checks and Balances   

The call center industry is unique in that much of the work performed goes unchecked and unmeasured by both customers and contact center... More>>


Article | January 1, 2008
Benefits and Advantages of Recording and Archiving Calls   

Record keeping has become an indispensable part of our culture. As the number of daily transactions and interactions a business performs has gone up,... More>>


Article | September 1, 2007
Using Customer Analytics to Improve Cross/Up-selling   

Organizations have realized that growing a business and winning sales in a fiercely competitive environment requires proactive programs to drive... More>>


Article | September 1, 2007
Transforming Contact Center Performance Data into Valuable Business Intelligence   

Contact centers are ripe for valuable business intelligence, thanks to the abundance of data captured or generated by ACD, IVR and CRM systems, among... More>>