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 \| December 6, 2011 Seven Sites, One ACD: inContact Answers the Call for Statewide Helpline This white paper covers the customer experience of Washington Information Network 2-1-1 (WIN211), a non-profit network of call centers charged with... More>>

	White Paper \| July 26, 2011 Can Your Contact Center Keep Up with the Changes? The biggest challenge facing today’s contact centers is that they do their jobs too well. Contact centers are mostly narrowly purposed business... 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 \| 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>>

	News \| January 19, 2012 Intelliverse Introduces Cloud Communications Solutions for Contact Centers Intelliverse, a cloud-based communications provider for enterprises, today announced its hosted solution for contact centers. Intelliverse's platform... More>>

	News \| January 17, 2012 New Call Manager Version 7.5 from Toshiba Version 7.5 Brings Powerful Unified Communications Enhancements to Enterprise and SMB Users Toshiba America Information Systems Inc., Telecommunication Systems Division today announced Call Manager version 7.5, Toshiba's powerful new unified... More>>

Articles

Article \| October 10, 2011 Quality is the Key to Success By: Katrin Henkel The following case study illustrates how quality and process management can be optimized in a financial institution's environment. Over 13 years of... More>>

Article \| May 9, 2011 Key Metrics to Analyze the Gap Between Self- and Live-Agent Service By: Eric Camulli Even with the continued growth of self-service in the call center, some customers continue to need, or prefer to speak with, a live agent. What... More>>

Article \| April 6, 2011 The Transition to SIP Trunks and the Challenge of Voice Recording By: Andreas Potyka IP-based communications have radically transformed the way people interact. Setting up separate infrastructures to transport voice and data traffic... More>>