Monitoring & Recording Articles

Article | January 1, 2007
Spotlight on the State of Contact Center Maturity   

Building call centers became very popular in the mid-80s as a part of corporate marketing strategies. The rationale was very simple; customers were... More>>


Article | January 1, 2007
Keeping it Real: Leveraging the Benefits of Real-Time Performance-Management Solutions   

A wide variety of performance-management applications are routinely used in contact centers worldwide. Unfortunately, most of them fail to leverage... More>>


Article | January 1, 2007
The Future of Intelligent Quality Monitoring   

In today’s highly competitive business environment, where customers can switch vendors or buy competitive products with the click of a mouse,... More>>


Article | January 1, 2007
Recording in a Voice over IP (VoIP) Environment   

Voice recording may be used by many different types of companies for a variety of functions. The key markets include financial institutions, such as... More>>


Article | January 1, 2007
Global State of the Contact Center Industry   

My colleague Oscar Alban and I are constantly reminded that much like the famous Disney song and amusement park ride, it is a small world after all.... More>>


Article | November 1, 2006
Increase Revenue and Improve Employee Productivity   

Today’s executives and managers are constantly searching for ways to encourage their employees to work smarter, faster and to be more efficient.... More>>


Article | November 1, 2006
Acting on Customer Intelligence   

Companies spend millions of dollars and countless hours gathering intelligence about customers to increase profits and customer satisfaction. By... More>>


Article | September 1, 2006
Making a Work-at-Home Program Work for You   

A growing number of employees are finding relief – in the comfort of their own home offices – from grueling traffic and long commutes. In return... More>>


Article | September 1, 2006
The Mission-Critical Recording Roadmap   

Wouldn’t it be wonderful if a call center could provide every customer service agent with his or her very own dedicated coach or personal customer... More>>


Article | July 1, 2006
Optimizing Workforce Management   

Few aspects of the modern enterprise have enjoyed more productivity gains over the past decade than the contact center. Customer care operations have... More>>