Monitoring & Recording Articles

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>>


Article | July 1, 2007
Hosted VoIP Call Recording Improves Muliple-Location Call Centers   

Voice over Internet Protocol (VoIP) is the next big thing in telephony technology. Almost every business has either contemplated or already... More>>


Article | July 1, 2007
Pre-employment Simulation Tests: They're in Demand and "On Demand"   

Contact center agents are your company to your customers. Agents define your customers’ image of your company. Any bad hire creates a ripple effect... More>>


Article | July 1, 2007
Increasing Citizen Loyalty with 311 Call Center Technology   

The readily recognized, universal emergency telephone number is beyond a doubt 911. Used for critical and life-threatening emergencies, the 911... More>>


Article | July 1, 2007
The Power of $ervices: Maximizing the Benefits of Your Technology Investments   

With today’s complex environment, most contact centers make a tremendous investment in the operation, from the physical location to the agents on... More>>


Article | May 1, 2007
Emotion Detection: Finding Call Recordings that Deliver Valuable Business Insight   

“I can’t believe the quality of service I am getting.” It’s a simple phrase. One that’s likely to be said many times a day when customers... More>>


Article | May 1, 2007
Unified Communications: Empowering Agents for More Successful Customer Interactions   

Unified communications provides a common infrastructure to deliver, manage and support a wide range of applications spanning IP telephony calling and... More>>


Article | March 1, 2007
The Real Life of Home-Based Agents   

According to a recent report by industry analyst firm IDC, about 112,000 agents in the United States worked from their homes in 2005, and that number... More>>


Article | March 1, 2007
Contact Centers Benefit From Collection and Analysis of Real-Time Customer Data   

Arguably, contact centers are measured in more ways than virtually any other group. Every day, contact centers measure themselves against a broad... More>>


Article | March 1, 2007
Contact Center Intelligence   

During the past decade or so, successful executives have begun to drastically change the way they conduct business. They are responding to a... More>>