Delta Hotels and Resorts Has Improved Customer Service and Sales, Increased Agent Productivity and Decreased Employee Turnover Since Implementing Envision Click2Coach®

Founded in 1962, Delta Hotels and Resorts has grown to become Canada's leading first-class hotel management company. Today, we boast a diversified... More >>

Article | March 1, 2009

Maximize Call Recording With VoIP, Especially in a Tough Economy

By: Kris Hopkins

Call recording carries many obvious benefits in a tough economic climate. Some analysts find it to be one of the brightest growth spots in telecom as... More >>

White Papers

More White Papers

White Paper \| January 17, 2012 Best Practices in the Call Center: A Customer Touch-Point Methodology One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders.... More>>

White Paper \| January 3, 2012 Seven Best Practices for Speech Analytics Download this complimentary white paper and learn how you can easily gather and leverage data from all customer interactions to assess how your... More>>

White Paper \| December 6, 2011 Caller Bill of Rights When creating or implementing a new VUI system many companies want to set rules for the VUI designers so that the user-interface is clear and... More>>

Web Events

Elevating the Customer Experience through Advanced Reporting and Interaction Analytics

February 21, 2012 - February 21, 2012

Today’s advanced analytic and reporting tools offer real time intelligence. Join us to learn how tools such as surveys or net promoter scores offer... More >>

Call Recording and the Law

February 23, 2012 - February 23, 2012

An overview of several of the laws and requirements that impact contact center operations including Consent-to-Record, Telemarketing Sales Rule, The... More >>

News

More News

	News \| February 2, 2012 CallCopy Reports Fifth Consecutive Year-over-Year of Growth in 2011 CallCopy, a leading provider of innovative call recording and contact center solutions, today announced revenue growth of 47 percent during the... More>>

	News \| January 30, 2012 Indosoft Launches Product Web Portal for Q-Suite Indosoft Inc., developers of Unified Communications platform, launches product web portal for Q-Suite, the leading ACD and Dialer software suite for... More>>

	News \| January 27, 2012 BigHand Leads the Way According to Latest ILTA Technology Survey BigHand, the leader in voice productivity and workflow digital dictation technology in the legal marketplace, was recently shown to be the market... More>>

Articles

Article \| December 20, 2011 Speech Analytics: A New Paradigm for Quality Monitoring By: Verena Wissel Globalization and the information technology revolution has transformed the business world, and contact centers must adapt if they wish to survive.... More>>

Article \| November 22, 2011 Five Tips for Getting the Most from Your Self-Service System By: Mariann McDonagh Consumers today have a do-it-yourself mentality. Whether it's home improvement, online banking or even shopping for groceries, we've come to enjoy... More>>

Article \| November 8, 2011 Five Tips Toward Achieving PCI Compliance By: Shaun Grainger The industry is well aware of the Payment Card Industry Data Security Standard (PCI DSS), which was designed to protect payment card information in... More>>