Call recording solutions allow you to hold agent performance to quality levels that would be impossible otherwise. Recording soltuions allow call centers to review processed pointing out strategic weaknesses and presenting suggestions with whcih to correct them. They also have the added bonus of causing keeping agent performance up by holding individual reps accountable.

According to Knoahsoft, “Whether you are a large enterprise with thousands of seats, or a small to medium sized business with branch and at-home workers, KnoahSoft’s Harmony agent performance management solution offers Cisco (News - Alert) IP Telephony customers a comprehensive, yet affordable and tightly integrated set of web-based modules for recording, quality evaluation, surveying, coaching, training, performance management and analytics.”

Organizations looking for ways to cut their budgets, improve the effectiveness of their agents and boost the overall caller experience can easily transform their contact center into a high-performing and collaborative work environment by giving the management of the organization access to the transactional information they need to do their jobs and improve operational efficiencies with Harmony.

“In this configuration, Harmony uses packet sniffing of the switch ports to monitor and record the Cisco voice network traffic. These switches must support a Switched Port Analyzer (SPAN) configuration, which copies the voice network traffic from several ports into one output port. More advanced switches feature Remote SPAN (RSPAN) configuration, which monitors ports across several VLAN switches. Harmony supports both SPAN and RSPAN sessions to duplicate the VoIP streams of specific ports to Harmony’s monitoring port,” According Harmony’s product information sheet.

This technology allows those utilizing the harmony solution to record both sides of a conversation separately. Allowing managers to review either side for information, or omit certain spaces of the recording to meet compliance law.

Call recording is one of the easiest ways for call centers to boost agent performance levels. Knoahsoft’s Harmony suite allows companies ranging from SMB to enterprise level deployments a flexible and powerful option for their call recording needs.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco