Monitoring & Recording Articles

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>>


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>>