Monitoring & Recording Articles

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>>

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>>