Monitoring & Recording Articles

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>>

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>>