4/16/2014 - When interactive voice response (IVR) systems became available in the '70s, DMTF (dual-tone, multiple frequency) IVR allowed customers to use touchtone phone to access information. Today advanced technology with automated speech recognition lets customers access recorded messages with greater simplicity. The benefit of IVR is it gives organizations the ability to provide reliable customer service interaction without having to use service representatives, thus saving the organization a considerable amount of money.
4/16/2014 - When businesses set up IVRs for their call centers, they typically hope that such automation will improve efficiency, only to find out later the opposite was the case. By making a few changes, companies that rely on call centers can improve their customers' overall experience and avoid losing them to competitors.
4/11/2014 - As anyone who's called into a contact center may know, call recording and monitoring technology provides customers with an outlet to give feedback, both positive and negative, as well as save it "on the record"-so to speak. By having this information recorded and stored, managers can analyze the data for future products, services and overall performance analytics. This sort of information is crucial in improving customer service, but it also lends to enhanced business success.
4/10/2014 - Chances are you have already assessed the risks of employing the at-home agent, but let's look at statements provided in the white paper, produced by CGS, a global provider of technology solutions. The author of the paper, Tom Christenson, suggests that at-home agents present significant business risks. Problems cited in the paper include reduced efficiency, lower customer satisfaction scores, deep morale challenges and a lack of community association with the brand.
4/3/2014 - In conversations with your favorite call center, you've likely been told your call will be recorded for quality and training purposes. In fact, you've heard it so often that you probably tend to ignore the message and move on. However, when the ignoring process happens on the side of the business, it can mean a slap on the wrist and large fines.
4/3/2014 - I grew up working in a family-owned small business and went on to manage a small nonprofit for about a decade. Though I was thankful for the success of the endeavors I worked for, I was also acutely aware of a void that seemed to exist between a successful small business and a successful large business. It was a chasm which sucked time, resources, attention and energy away from things that could have propelled the organization forward, allowing it to leap the gap.
3/28/2014 - Call recording is becoming increasingly important as a part of remote call monitoring, with technology changing and working habits becoming more mobile. Call recording is currently used in training, auditing and is increasingly important for business continuity planning.
3/19/2014 - The call center script is one of the most important tools an agent can have on-hand before completing a customer call. At the same time, it is also one of the things that can limit opportunities or cause a customer to simply end the call. Without the right approach to the development of the script, outcomes can quickly fall short. The use of 3rd party remote call monitoring can help, but you have to be willing to make some changes.
3/13/2014 - North Lincolnshire Council recently selected Sinclair Voicenet, a provider of multimedia interaction recording, quality management, interaction analytics and workforce management solutions, to install a NICE voice recording system designed to help capture, manage and store calls for two different departments.
3/13/2014 - VPI, a provider contact center performance analytics and compliance recording solutions, recently announced that the latest version of its VPI Empower Suite is now officially certified as Avaya Compliant. VPI is a dedicated Avaya DevConnect Gold Partner and is eligible to submit its products for compatibility testing by the Avaya Solution Interoperability and Test Lab. Avaya engineers develop comprehensive test plans for each product to verify whether they are Avaya compliant.
3/7/2014 - Altitude Software, a provider of unified customer interaction solutions, recently announced the availability of new performance management features in Altitude uCI 8, the latest major release of the company's customer interaction management suite.
3/7/2014 - If you run or manage a contact center, you know at least one universal truth: Some agents are simply better at pleasing customers and getting them to spend more than others. While you may have a number of agents that do an acceptable job and cover all the bases, they can't quite replicate the magic that these super agents seem to have. You may have tried to determine what it is that these agents do that average agents don't, but it's often not easy to pinpoint these qualities.
2/27/2014 - When a public relations disaster occurs, it's important for companies to sit down, clear their heads and offer a reasoned, coherent and responsible recovery that is deployed consistently enterprise-wide. In other words, picking up your smartphone and sending out a bunch of angry, ranting Tweets before your blood pressure has returned to normal is probably not a great idea.
2/25/2014 - Jabra, a provider of hands-free communication equipment and solutions, recently announced the launch of its much-awaited Jabra BIZ 2300 range of headsets, designed to meet the ever changing needs of the modern-day contact center. The new headsets are said to enhance noise cancellation by 50 percent while being 20 percent lighter than other competitive products. In addition, Kevlar cords make them highly durable.
2/20/2014 - The 2013 Contact Center Satisfaction Index (CCSI) has been released, and the results are not good. CFI Group's seventh annual customer satisfaction report found that customer satisfaction with company contact centers have dropped just over 10 percent since 2012, with a score of 69 out of 100. This is in stark contrast to the record high of 77 just a year before, and the lowest rating since the CCSI began.
2/19/2014 - HireIQ Solutions, a provider of innovative analytics and virtual talent acquisition software, recently announced that its InterviewIQ virtual interviewing solution has been deployed by DependableIT, an operator of a 15-year-old contact center, to screen technical support professionals. HireIQ's innovative digital interviewing and predictive analytics applications are designed to help companies make better hiring decisions reduce the critical time-to-fill interval, lower recruiting costs, and increase employee retention and performance. HireIQ Solutions are specialist providers of innovative analytics and virtual talent acquisition solutions.
2/12/2014 - For companies running their own internal contact centers, the necessity of seeking third-party accreditation or quality monitoring may not seem terribly important. For companies hoping to sell their services in customer support or help desk functionality, it's a different story.
2/11/2014 - Texas, the Lone Star state, isn't normally affected much by severe winter weather. Nevertheless, it had a rare taste of it late last month when freezing rain, snow and plummeting temperatures whipped across the state. Schools were closed and business shut down. But, the Houston-based logistics and fulfillment company Zoyto remained unfazed and work went on as usual thanks to Bright Pattern's next generation virtual contact center solution, Service Pattern.
2/6/2014 - Today's customers are more demanding than ever. In an era of mobility and social media, they have come to expect highly-personalized, near immediate responses to their questions and complaints across any and every channel they choose. In fact, a recent study conducted by Omnibus Research found that consumer patience has shrunk from an average of 10 days a generation ago to an average of just 10 minutes. Contact centers have thus been placed in an increasingly difficult position as they try to keep their agents up to the task.
2/4/2014 - In an effort to help consumer-facing businesses offer an enhanced customer experience, Market Force Information, a provider of customer intelligence solutions, announced the official launch and general availability of KnowledgeForceSM, a customer intelligence platform designed to allow users to spend more time fixing customers' problems and less time finding them.
1/31/2014 - 3CLogic, a contact center solution hosted by Amazon Web Services (AWS), has recently announced a channel partnership with Interplay Analytics, a consulting firm that seeks to help organizations improve contact center performance and customer service. Through this technology partnership, called Interplay3c, organizations will both reap the benefits of AWS cloud and leverage inbound, outbound and integrated contact center solutions. Furthermore, clients will be able to access the contact center consulting and research services of Interplay Analytics.
1/29/2014 - SDL, a provider of customer experience management and analytics solutions, announced it has launched its SDL Customer Experience Cloud, a unified suite of offerings designed to help marketers create and deliver personalized customer experience across multiple channels, devices and languages.
1/22/2014 - A business needs to start thinking like a human, not like a corporation, if it is going to win the next round of business evolution. The technology exists now to make the connection between consumer and business much tighter and personalized, and consumers are now informed enough to know it. In fact, they expect it.
1/22/2014 - ASC has entered into a partnership with Sinclair Voicenet. This partnership looks to help both companies increase their market share and enhance their portfolio of solutions. Under this partnership, both companies will target small and medium contact center agencies that have about 200 seats.
1/14/2014 - BenchmarkPortal recently announced that the company has certified Wolters Kluwer Financial Services' Customer Contact Center as Center of Excellence. The certification was earned after a thorough comparison of the company's operational metrics against similar metrics of peers and major competitors through BenchmarkPortal's global database for consolidating contact center metrics. Subject matter experts from BenchmarkPortal then reviewed and audited the key data, determining the contact center's qualification for the Center of Excellence certification..
1/13/2014 - Lousy customer service is one of the plagues of modern existence. It involves spending endless hours each year, waiting on hold, or being transferred from department to department or individual to individual. Chances are, just when you think your problem has been solved, next month's bill arrives and there it is: the same mistake. So you pick up the phone again, call again, and vow never to do business with that company in the future.
1/8/2014 - In today's connected world of smartphones, social media, text messaging, and Web browsing, customers have never been more vocal - and ears have never been more willing to listen. Contact centers thus may feel lost in the sea of new digital customer touchpoints and interaction avenues.
1/6/2014 - Temkin Group, a market research and consulting firm that helps organizations accelerate customer experience transformation, has recently honored Oracle with its 2013 Customer Experience Excellence Award (CxE).
1/3/2014 - Christmas is "the most wonderful time of the year," or it is until the time to shop for gifts arrives. But if it seems like online shopping has reduced you to an abominable snowman fighting a blizzard of shipping fees and help centers, take solace - the ForeSee end-of-year survey has proven you aren't alone.
12/24/2013 - An initiative from Vehicle Protection Association (VPA) now comes as relief to thousands of customers who have been affected by the unethical practices followed by some of the vehicle service contract call centers in the country.
12/20/2013 - Customer communication is a vital component to the success of any business. Understanding this, Perspective Group, a PR and multimedia company globally for the timeshare and vacation ownership industry, has recently added CustomerCount online surveys to its INTUITION Brand Marketing Service.
12/20/2013 - Many brands see their customer service operations as part of the cost of doing business, but this is a mistake. Customer service operations definitely exist to help customers with their needs, whether it is handling a problem or helping with a product. But assisting the customer is only half of the job for the contact center. Equally important is the feedback that comes from customer interactions.
12/13/2013 - BenchmarkPortal, a call center consulting services group, has announced that the entry deadline for its 2014 Top 100 Call Center contest is January 31, 2014. To participate in the contest, participants must complete the company's 16-KPI call center benchmarking survey. They are expected to submit performance data on key operating metrics such as abandonment rate, hold time and average call time.
12/12/2013 - For years, the contact center has been considered a necessary evil. No one wants to build and staff a contact center - it's expensive and time-consuming. Yet, since customers expect support, there is no way to avoid it.
12/4/2013 - AudioCodes, a provider of Voice over IP (VoIP) technologies, announced that Calabrio, a provider of workforce optimization solutions, has implemented AudioCodes SmartWORKS PLUS to expand call recording capabilities in Calabrio ONE.
12/3/2013 - Most contact centers measure something. It might be average handle time, it might be service levels, or it might be something else. Generally, however, companies measure things that are important to contact center…not the customer. Customers don't care about average handle time; they simply want their problems solved.
11/27/2013 - Consumers always have something to complain about; they did it yesterday, do it today and will continue to do it tomorrow. But, the way Britons deal with complaints seems to be at variance with how Americans tackle theirs - two different cultures of complaint.
11/26/2013 - Delivering on higher levels of customer service is a challenge when tensions are high. This is especially true during the holiday season when the call center is inundated with customers seeking help. While agents are scrambling to deliver on expectations, customers are building brand perceptions based on holiday treatment. Can 3rd party remote call monitoring help?
11/21/2013 - Together Housing Group, a provider of affordable rented homes across the North of England, has selected the intelligentDesktop solution from mplsystems to optimize customer service operations across its five contact centers.
11/19/2013 - What's the most important criterion of a great customer experience? Is it a knowledgeable agent? A fast pick-up of the call or Web chat session? A positive outcome for the customer? While all these factors may play a role, new research suggests that the single most important element of a great customer experience is an agent who understands the context of the customer's call or other contact.
11/15/2013 - What is the barometer of success for a company - growth, profits, productivity? All that and more perhaps, but the bottom line is that the company's customers are the ones that determine and define its health. Hence, customers need to stick around; and to prevent churn, they need to be happy. This is where analyzing and understanding customer journeys could be of great use.
11/14/2013 - Let's face it: the importance of a company's need to provide high quality customer service varies by industry. If you're selling a commodity - books and DVDS, for example, or clothing - you had best knock customers' socks off with the quality of customer service you provide. It's simply too easy for customers to go elsewhere. If you're an electric company, on the other hand, you know customers don't have much of a choice. It's tempting to cut corners in customer support in order to save money. After all…what are people going to do: live in the dark if they don't like your service?
11/8/2013 - As companies today look for ways to broaden profit margins and boost efficiency, many have turned to the idea of employee engagement for help. Recent studies have found that one in seven American workers is either actively disengaged from, or neutral toward, his or her job, shocking boardrooms across the nation. It's obvious, even to those without management backgrounds, that employees who don't care about their jobs aren't going to help a company light its industry on fire.
11/5/2013 - Running contact centers smoothly is a challenge; and in this digital era of social media, mobile devices and multichannel interactions, the task is even harder. Hence, it becomes incumbent on businesses to replace legacy touchstone systems with intelligent call routing service applications that will simplify the customer experience and also deliver more in the bargain.
10/29/2013 - The outsourcing debate - it's one that continues to concentrate its force in a number of industries, especially the call center arena. For a number of years, the favored strategy was to outsource the customer service division to an outsourcer overseas to greatly reduce the cost of customer interactions. When 3rd party remote call monitoring was applied to check for quality performance - the desired outcome was not always there.
10/28/2013 - VXi Corporation, a manufacturer of telephone headsets, announced that it has signed an agreement with ALLNET, a German distributor of information technology and unified communications products, under which ALLNET will now distribute all of VXi's products.
10/24/2013 - In an effort to bolster the management and performance of customer contact center activities, CardWorks Servicing, LLC, a privately held servicer of bankcard card products, has deployed contact center technology from Noble Systems, a provider of unified contact center technology solutions.
10/22/2013 - Most companies today do some kind of quality monitoring in their communications. Whether it's recording sales calls or customer service calls (or both), there are few companies with more than just a handful of employees that don't monitor, at least to some extent.
10/16/2013 - CTI Group, a provider of carrier-grade telecommunications solutions for fixed, mobile and converged communications, announced it has been selected by Cincinnati Bell Technology Solutions (CBTS) to move its call recording to the cloud.
10/14/2013 - It's no secret that attrition in the call center industry is high. Across the entire call center industry, agent attrition averages about 30 percent each year, with some companies reporting turnover rates that exceed 100 percent. It's one of the biggest problems facing the contact center industry: such high turnover is expensive, and it costs contact centers a great deal of money to continually recruit, hire and train agents.
10/10/2013 - Does call recording make you nervous? Are you more likely to hold your tongue if you know the call is being recorded? If you're calling a company because you are upset with their lack of response or the way they have handled a situation, the answer is likely to be no to both questions. If you're the agent on the other end of the line, however, that monitoring could mean the difference between comfortable employment and reprimand.
10/9/2013 - Customer Relationship Management product company CRMnext is aiming to help customer service and sales teams keep their commitments to customers by enhancing its smart SLA Management functionality.
10/3/2013 - The Town of Bay Harbor in Florida announced that it has recently implemented a customized Oaisys Tracer and Talkument call recording solution from TelOnline, a provider of specialized telephony solutions, for its call center management capabilities. The solutions will be used by the Town of Bay Harbor authorities to store, play back and review their telephone calls.
10/2/2013 - Customer surveying is one of those concepts that most organizations agree is a great idea, yet a minority of them actually engage in it. Talking to one's customers to find out their likes, dislikes, wishes and preferences is one of the best ways to ensure that you're delivering the highest possible quality customer service. Many organizations assume they are providing acceptable service, and are shocked to find that customers believe it to be sub-par.
9/26/2013 - Perfection is a state of flawlessness that simply doesn't exist. We can all get pretty close to perfect, but the fact of the matter is, there will be errors, defects and mistakes, and that is certainly true if you're a business providing a service or product.
9/26/2013 - DKSH Malaysia, a Market Expansion Services provider, recently announced that it has selected the Unified Contact Center Express solution from Cisco to streamline contact center management and processes for DKSH agents in Business Unit Healthcare.
9/18/2013 - What makes a high-quality contact center? Is it their technology? Is it their customer support personnel? While both of these things play an important role, it's obviously the quality of customer support that makes a great contact center. And what this feature often has at its core is how the contact center handles complaints.
9/18/2013 - New research for KANA Software has revealed that each year consumers in the UK sacrifice the equivalent of 2 full days by having to repeat themselves to different call center staff to get their issue resolved.
9/13/2013 - Building a well-run contact center is both an art and a science. It's a science because it depends on technology, by and large, to communicate with customers through a variety of media, and provide agents the information they require to complete customer calls. It's an art because a lot of the success in the contact center business involves recruiting the right agents, training them and motivating them. There is no way to master this latter process from a technology manual or an FAQ list. It's a touch that some managers have, and some simply don't.
9/12/2013 - Aspect Software recently released a new report which reveals that 65 percent of Brits have been rude on the phone at least once when interacting with a call center. The report also revealed that those under 35 hailing from the North of Scotland were most likely to be among the most patient people within the UK when it came to customer service interactions.
9/5/2013 - How easy is it to determine the mood of the person on the other end of the conversation? For any married man, just the tone and pitch of his wife's voice gives him some insight into what he should expect for the rest of the day. For those who are not involved in an intimate relationship, however, picking up on such cues may be a little more difficult. Companies that offer 3rd party remote call monitoring, however, have discovered some easy tells.
9/5/2013 - Call center interactions are not always that exciting; and for many us, the experience has been frustrating, having to hold the line for a long time or deal with inexperienced agents who are not able to address our issues in an efficient manner. All of this affects the productivity of a caller.
8/30/2013 - For years I used a commercial printing company that did not offer the lowest price. I did so knowingly.
8/29/2013 - In today's competitive economy, it is crucial for businesses to come up with customer service strategies that will allow them to retain their customers and keep their business ahead of the competition. "Traditional" customer service strategies are not enough; companies must adopt "modern" customer service strategies that could generate feelings of confidence about the company in a consumer's heart.
8/23/2013 - The best businesses use detailed data analytics to make real time decisions about teleservices staffing, media buys, customer experience, sales projections and more. The more detailed the data, the more actionable it becomes to for decision makers.
8/22/2013 - Agents have an important job to do in the call center - manage customer interactions. Sometimes that means answering a simple question, while on other occasions it may mean spending the time solving a bigger problem. If solving that problem can lead to a sales opportunity, building rapport with the customer is critical.
8/14/2013 - As health insurance exchanges begin to open nationwide as a result of recent changes in the U.S. health-care sector, customer service technologies - particularly call monitoring solutions - have never been more appropriate for the industry.
8/13/2013 - DMV.us.org, an organization that provides driving records to commuters all over the United States, has announced its plans to start a campaign to evaluate the strengths and weaknesses of their current customer service standards.
8/9/2013 - A recent bipartisan bill passed via the House aims to improve the customer service of federal agencies. Yes, even the feds are looking to improve upon their customer service.
8/7/2013 - Continental Service Group, Inc. (ConServe), a provider of accounts receivable management services in the higher education, government, and commercial markets, has chosen Nexidia Interaction Analytics, a provider of customer interaction analytics solutions for business transformation, to better manage collector performance while keeping up with federal compliance regulations and delivering exceptional customer service.
8/1/2013 - Liquid Voice, a UK-based developer of software solutions for call recording and business analytics, recently launched the upgraded version of its Enterprise Call Recording solution for real time consolidation of speech recognition, dashboard reporting and associated analytics. The new version includes options to integrate the platform with AVAYA's voice recognition engine and an additional feature to identify user programmable phrases.
7/31/2013 - The idea of great customer service means different things to different people. One individual on the phone may find any kind of wait time unacceptable, while the next individual may accept it as part of the process. Another consumer may insist on personalized service, while the next one may feel the personalized approach is an invasion of privacy. Who's right? They all are.
7/23/2013 - Enacomm, a provider of voice processing infrastructure and solutions for the call center industry, has partnered with Call Analytics, a provider of software applications that analyze the self-service caller experience, to launch the latest version of Virtual Interactive Analyst (ViA).
7/23/2013 - Though we may not be fully conscious of it all the time, language has a powerful affect on our moods and preferences. In the call center, it's easy to go wrong with a customer simply by using a poor choice of words. Forward-thinking contact centers call this "negative language."
7/17/2013 - CDS Global, a company that offers end-to-end business process outsourcing solutions, recently extended its partnership with Rodale, publisher of health and wellness lifestyle magazines, to include customer service for the publisher's brands.
7/16/2013 - In the call center environment, there is consistent talk regarding the importance of the customer experience. It often serves as the priority focus in training and coaching sessions, as the customer is the main source of revenue. What can't be overlooked, however, is the benefit such a culture creates for the agent base.
7/10/2013 - The performance of the call center is often top of mind for company leaders, as this constant drain on resources must be delivering the anticipated value. This is especially true if the call center does not generate revenues directly. Agents interacting with clients can impact revenue generation, however and must deliver the anticipated quality experience. Failure to do so is easily captured with 3rd party remote call monitoring.
7/10/2013 - LiveOps, a provider of cloud contact center and customer service solutions, has launched an integrated national advertising campaign. Starting this week in North America, the campaign will run through the end of the year.
7/3/2013 - There is truth in the saying "you can't please everyone," but that doesn't mean you shouldn't try, especially when it comes to your customers. An annoyed or inconvenienced customer can spell bad news for business, which means it's vital to keep them satisfied. One of the best ways to do that is through proper monitoring services, to ensure that agents are providing the best help, and customers get quick and effective results.
7/2/2013 - Customer service is an extremely powerful market differentiation tool. Studies have shown that whether or not a customer returns to a particular business hinges largely on the customer experience. A poor customer experience results not only in the loss of a future customer, but other customers as well, as brand detractors are likely to share their negative experience to friends, family, and the general public. That is why it is so important for businesses to harness customer interaction analytics tools.
6/28/2013 - Successful businesses strive to build a lot of things: impressive infrastructures, a strong marketing program, a good product or service. One thing the most successful companies build, however, is more net promoters among their customers.
6/27/2013 - The customer experience - it's what the call center should be all about; but it often gets left as an afterthought when key performance indicators are focused on call handling time and number of right contacts in an hour. When customer service forms the foundation for the culture, however, the call center has an opportunity to create a whole new and satisfying experience for the user. 3rd party remote call monitoring often plays a role, offering the organization the opportunity to capture the customer's experience with a bird's eye view.
6/20/2013 - Jargon - it's something that every industry has and every customer tends to abhor. If industry insiders want to have their own language, they need to keep it among the natives. Those of us on the outside are left to feel as if we really are on the outside and don't matter to those on the other end of the line. If this is the perception created in the call center, the chance of pushing away the customer is great.
6/18/2013 - Managing the customer interaction experience is the primary focus of the call center environment. How that interaction is managed is often the deciding factor when a customer chooses to either continue doing business with that brand, or moving on to the competition. Best practices suggest a focus on the former, protecting a loyal customer base and managing effective interactions.
6/13/2013 - Common wisdom would suggest that although customer service is important, it is not usually the deciding factor for consumers when it comes to choosing a product. Price, naturally, is the ultimate influence. However, a new survey conducted by CreditDonkey, released this week, demonstrates that customer service plays a much larger role than common wisdom would otherwise dictate.
6/12/2013 - Do you know what your Net Promoter Score (NPS) is? While customer support organizations track a lot of metrics, this one is generally used by only the most cutting edge of companies. It's the rate at which customers share their positive opinions about your feedback with others: colleagues, friends and social media contracts. It helps you understand how your customers feel about the products or services you provide.
6/7/2013 - To many people, the customer experience is an ambiguous, subjective concept. In a way, they are right. However, there are various ways to try to quantify this idea, and call centers have focused on a number of metrics to try to nail down exactly what needs to be done to improve customer service.
6/4/2013 - When we talk about quality customer service, we often think in terms of the local retail store, the consumer goods call center or the restaurant where we get our favorite meal. But what about the healthcare industry - does it matter whether or not your healthcare provider handles your case with the right level of customer care?
5/31/2013 - The world is more technologically complex than it used to be, particularly when it comes to customer support. Once upon a time, when you sold a customer a television, for example, all the customer had to do was plug it in, adjust the antenna, and turn it on. Today, the home entertainment system nearly requires a Master's degree in engineering to get working properly and maintain. The same goes for mobile devices such as smartphones and tablets, and even kitchen gadgets and appliances. This has upped the ante for customer support centers when it comes to the knowledge and skill of their employees.
5/31/2013 - Every company claims that customer satisfaction is a priority, but how many actually make the important investments to ensure customers are actually satisfied? How many times have you called into a large company call center, received the recording that your call is very important to them and at the end of the interaction, you felt you were anything but important?
5/21/2013 - The American Customer Satisfaction Index has released its quarterly update on U.S overall customer satisfaction, which examines the implications of new customer satisfaction benchmarks for top U.S companies in a variety data, voice, and video service industries. It turns out that Broadband Internet Service Providers have the lowest customer satisfaction ranking of any industry in America.
5/21/2013 - The benefits of a highly satisfied customer are considerable. Recent consumer research and plenty of case studies have shown that poor customer service drives away business, while good customer service spurs greater spending and return visits. What, then, can call center managers look to assess performance and make positive change?
5/16/2013 - Third- party remote call monitoring is a great way to obtain actionable feedback on the performance of your call center agents. Sampling live calls and measuring agent-customer interactions against specific standards set forth by expert analysts is a fantastic way to ensure that your staff is creating the best customer experience possible. In fact, data and reports generated from 3rd party remote call monitoring has been shown to have tangible monetary benefits for companies that choose to leverage it.
5/15/2013 - If your contact center is like 99 percent of contact centers, you record or monitor at least some of your calls. You may have different reasons for it: to do agent evaluations, to train new agents, to keep agents on their toes or simply to resolve "he said, she said" situations. Alternatively, you may be in an industry that requires all calls to be recorded and kept, like financial services.
5/10/2013 - If you don't collect customer feedback in your call center, how do you know you're getting it right? The answer is: you don't. A new term for doing the same thing day after day without soliciting opinions from customers has a new name: it's called "Zombie Customer Service."
5/7/2013 - Recently, TMCnet listed the ways in which call monitoring can benefit your business. It turns out there is now concrete evidence to support these claims.
5/3/2013 - It is well understood that in most situations, it is ethical if not also legally necessary, to inform callers that they are being recorded during a call. That's why contact centers that record customer calls inform the caller that the call may be recorded.
4/29/2013 - Call monitoring provides businesses of all kinds with data, trends and actionable items that can be used to help guide daily operational activities. In the call center this type of scoring and feedback can help increase the performance of the agent and customer service experience.
4/25/2013 - While most call center training programs focus on training the agents, BPA has found that it is even more important to train the technical staff who will be working with the agents.
4/23/2013 - Remote Call Monitoring is a hot topic in the call center industry, as it gives businesses unbiased, transparent and objective reviews on each call. This is vital to understanding an agent's performance level and each individual customer experience, which is what defines the call center industry: one on one interaction between the caller and agent.
4/17/2013 - The availability of powerful, next-generation visualized monitoring tools could greatly improve experiences across all customer touch points. Kolmisoft plans to fully integrate billing software MOR and 5gVision, an advanced VoIP and SNMP monitoring system, to enable this capability.
4/17/2013 - The MortgageSAT, a customer survey and analytics solution designed to capture consumer feedback, is now available from the STRATMOR Group, in partnership with the GFI Group. This innovative tool will allow lenders to measure and respond to the satisfaction of its borrowers.
4/12/2013 - Capturing outbound calls gives organizations a tool for monitoring the performance of their employees, marketing campaigns and company and public compliance while they are on the phone.
4/9/2013 - As much money as companies spend time developing a brand and pushing specific messaging out to the target market, it would stand to reason that consumers would form a perception of that brand. If the call center in place to support issues or service questions does not deliver on the value of that brand during customer interactions, that perception is quickly tainted.
4/2/2013 - Call recording is an essential tool for call centers that want to provide their customers with top-notch quality care. With such capabilities in hand, organizations are able to provide feedback about agents and supervisors based on live or recorded calls and measure the customer interaction based on their individual criteria. This monitoring process will help call center's increase their agent efficiency and optimize the workforce by managing their performance levels, creating satisfactory customer experiences across the board.
4/1/2013 - There is so much data in the world, and if analyzed properly it can be used to help any industry predict growth levels and trends that could ultimately increase revenue and productivity levels.
3/26/2013 - InsightSPI, a specialist provider of business analytics and business intelligence solutions, has launched Insight for Oracle EBS, a configurable packaged solution for Oracle ERP users.
3/25/2013 - Although text - in terms of social media, e-mail and online chat rooms - have added yet another layer of intricacy to customer service, voice is still the most important factor a part of understanding customer experience in call centers. All of this data, if effectively measure and analyzed, can provide organizations with the utmost metric tools to measure almost any part of their contact stream. To achieve such customer experience analytical levels CUnet, a provider of postsecondary education market, has chosen Callminer's speech analytics software to make sure that its affiliates are efficiently representing its client brands.
3/21/2013 - For the call center industry, the most important aspect is making sure that customers are satisfied, which is why workforce optimization (WFO) solutions are essential. Features like call recording and speech analytics are some of the best recommended tips for supervisors who are looking to train and monitor their agents, as it gives them them the ability to playback conversations between customers.
3/20/2013 - As the mobility trend surges on the market, it is vital that companies create products and solutions that incorporate mobile capabilities, and thanks to BYOD, especially if they are work-related. Providers have begun creating communication solutions and software for mobile devices that they are being used for occasions that require security and privacy, like call recording.
3/13/2013 - In any industry, the most important aspect is making sure that its customers are satisfied, whether it is for a retail service, contact center or VoIP provider, the customer experience is the most vital part of having a successful business, which is why workforce optimization (WFO) solutions are essential.
3/13/2013 - The most important aspect for any type of business to succeed - whether it's in retail, hospitality or the medical sector, for example - is for the consumer to receive the best quality customer service care, especially when communicating over the telephone. If supplied with a mobile device, these agents are essentially equipped with instant access to unlimited information, and when applied correctly, has the potential to find a solution to whatever issue at hand, literally.
3/6/2013 - Although the entire world is still recovering from a devastating economic depression that has left many people jobless, the recent surge in contact centre development has begun to produce solutions to one of the largest issues at hand: employment.
3/6/2013 - In an era in which budgets are shrinking but call centers are expected to improve the quality of multichannel customer service for ever more demanding customers - customers who are now used to instant resolution of problems and take to social media to air their complaints to hundreds or thousands of friends - the pressure on customer service organizations is growing.
2/28/2013 - Munich-based unified communications specialist, ANDTEK GmbH, has entered into an agreement with value added distributor, "CCMENA" Dubai, according to a report in AMEinfo.com. CCMENA will now represent ANDTEK in the Middle East and North Africa, in a pact to help ANDTEK significantly strengthen its presence in the this region of the world.
2/26/2013 - It would be easy to assume that the customer-centric approach is standard in the contact center as this industry is focused on customer service. But without making this strategy a priority, the activities in the contact center may be fully focused on the initiatives of the center or the organization and not the customer experience. To achieve real success, the center needs to be focused on the latter, measuring what really matters when it comes to the optimal customer interaction.
2/21/2013 - NexxPhase, contact center technology subsidiary of NexxLinx, has introduced Outcome-Based routing, bringing technology in alignment by having the best-skilled agent handling the most important transaction.
2/19/2013 - Customer service is on the move. Not just are customer expectations changing, but the customer himself literally is mobile in many cases.
2/12/2013 - Most call centers - even small ones - keep track of their metrics. Things like average handle time, hold time, idle time, service level adherence and first-call resolution can help a call center understand where it needs work and can lead to better operations and improved customer relationships.
2/11/2013 - Abercrombie & Kent, tailor made and luxury holiday specialist, has selected Red Box Recorders, the voice and data recording specialist, to implement an advanced call recording solution at the company's central contact center in Cheltenham, Gloucestershire.
2/7/2013 - Coordinated Systems' Virtual Observer Call Insight Speech Analytics has been implemented in Automated Collection Services, Inc. (ACSI) headquarters contact center.
2/6/2013 - The customer service team has an important task: to deliver the best possible customer experience. If members of this team do not know where they are in the lifecycle of the customer, it is that much harder to create the desired experience. Fortunately, 3rd party remote call monitoring from companies like BPA can help in the process.
2/1/2013 - Business is booming in the collections industry, and many third-party collections agencies are finding themselves in a position to expand operations. The latest is FBCS, Inc., which has announced the opening of its second call center in Cape May, New Jersey.
1/24/2013 - Fonolo is a company specializing in cloud-based solutions that improve the way call centers interact with their customers by replacing hold time with a call-back. Fonolo's cloud-based call-back service provides a convenient and intuitive interface for callers and a secure, seamless process for call center agents.
1/23/2013 - Nexidia to Exhibit at DBA International Annual Conference
1/17/2013 - Provider of employee monitoring solutions SpectorSoft Corp. has announced the availability of SPECTOR 360 7.5, a corporate user activity monitoring solution
1/15/2013 - Smart organizations today know that their most important asset is their customers. For this reason, the first touch point of the customer - the call center - is critically important, and if a company doesn't maintain quality there, it can be presumed it doesn't maintain quality anywhere.
1/10/2013 - The call center is one location where jargon is common. Managers want to measure FCR, the IT department manages the backend of the ACD and customers often complete specific steps of the transaction by way of the IVR. While these acronyms are common in the call center setting, customers don't understand the terminology and -- for the most part -- don't care.
1/7/2013 - Trident has said that it has discovered Coordinated Systems' (CSI) Virtual Observer (VO), an emerging call recording and quality monitoring solution, to prove that it provides -- or in some cases does not -- the necessary information for the customer to make an informed decision.
12/26/2012 - The Telax Hosted Call Center has received some pretty significant enhancements that will provide increased security options for Payment Card Industry (PCI) compliance on the cloud-based contact center software.
12/20/2012 - Vocalocity has won the INTERNET TELEPHONY's 2012 Product of the Year award for Call Monitoring.
12/14/2012 - While the reports in the industry press about the demise of offshore call center outsourcing are plentiful, most industry insiders and analyst agree the issue is overblown. Yes, there have been some notable returns to U.S. shores of formerly offshored call center business. But offshore outsourcing is here to stay, even if the locations change from decade to decade. (See InformationWeek's recent article, "Five Reasons Outsourcing Is Here to Stay.")
12/4/2012 - The quality assurance process can sometimes be a bit daunting, and not many companies would attest that it's an easy program to manage. Within the contact center, there's a lot that goes into successful call monitoring. But ensuring consistent, high levels of service doesn't have to make managements' heads spin. In fact, with BPA 3rd party remote call monitoring, it's more like cruising on auto-pilot.
11/26/2012 - When Hurricane Sandy set its destructive sights on the East Coast of the United States, many a city was ill prepared for the wrath she would leave in her path. Citizens and businesses throughout the impacted region have not only endured damage to property, but many are still left without power and limited access to things they once took for granted.
11/19/2012 - The message provided on the call center interaction that assures the customer that the call may be recorded for training and quality control purposes may give the customer pause as he or she wonders if that monitoring actually takes place. For call center organizations seeking to adhere to industry standards or to improve the Quality of Experience (QoE), 3rd party remote call monitoring is essential.
11/13/2012 - Believe it or not, even those organizations providing 3rd party remote call monitoring must be PCI compliant. Call centers should always confirm that an outsourcing partner is PCI compliant, or they run the risk of incurring penalties from $5,000 to $100,000 per month. Any company that processes or stores credit card information must be PCI compliant to ensure security breaches are not a probable risk and payment card data is not compromised.
11/6/2012 - If you run or manage a contact center, you probably think it runs to the best of its abilities. You may believe your customers are getting a good experience, your agents are as happy as they can be, and your operations are relatively efficient.
11/1/2012 - There are a number of ways to monitor agents in a call center. 3rd party remote call monitoring, for example, allows an independent company to handle agent monitoring, listening to calls, writing reports and making recommendations. This system works well for many call centers, but other companies want their agents to take ownership of their own performance, and would prefer to work the call monitoring procedures into the weekly workflow for agents, as a form of self-assessment.
10/29/2012 - While the call center business has always been challenging, in today's globalized business environment, it has become even trickier. Your customers may speak a dizzying array of languages. While many of your agents may be bilingual, it's likely that you are using outside resources to help cover the languages you simply cannot handle in-house.
10/24/2012 - You run a call center. You've trained your agents, written a stellar script and adopted the latest technology to improve call flows, queuing and customer databases. But your customers are still unhappy with the quality of their interactions.
10/19/2012 - Call centers are a large investment for companies of all sizes. Because it's such a hefty investment, businesses need the assurance that everything is running as smoothly as possible. One surefire way to see results of hard earned investment is implementing a third party remote call monitoring solution. What a third party remote call monitoring solution can provide to call center managers is metrics.
10/17/2012 - The demands on today's call and contact centers have certainly evolved. In the dynamic world of technology and communications, they require more robust solutions, cloud connectivity and the ability to remotely monitor calls and agents. To meet these changing needs, EvolveIP has created the new Evolved Call Center solution, which allows for all of this functionality and more.
10/15/2012 - While many companies are finding cost savings in business process outsourcing - indeed, the growth of the global BPO industry attests to this - many industry experts have taken to discussing the risks and urging companies to examine them before making an outsourcing decision.
10/9/2012 - BPA International, a provider of 3rd party remote call monitoring software, announced it has been ranked No. 2863 on the 31st annual Inc. 500|5000 list of nation's fastest growing private companies.
10/2/2012 - Per data conveyed in a recent Monetate infographic, the customer perception of a brand is heavily influenced by their online experience. In fact, 65 percent of those surveyed said that an online experience had led them to rethink their feelings on a particular brand or product, and nearly 90 percent relayed that a bad experience resulted in them taking their business elsewhere.
10/2/2012 - QAD Enterprise Applications is a complete suite to support the requirements of manufacturers all over the world. QAD Enterprise Applications includes functional suites, which address business processes.
9/26/2012 - When a customer dials in to your contact center, whether it is to place an order, handle a problem, or ask a product question, they expect uniformity in their experience. All experiences are a reflection of your company, no matter what the issue. How do you ensure that each unique call is processed in a consistent manner? BPA 3rd party remote call monitoring can make a difference, and calibration is a big part of that process.
9/26/2012 - Even the newest companies can face challenges that require an overhaul of one form or another. Visaya Knowledge Process Outsourcing Corporation (VisayaKPO) saw this happen after only two years in operation. The company's focus is on the contact center and business process needs of small- to medium-sized businesses (SMBs). The challenge, however, was that VisayaKPO was using a contact center with limited tools and features and was quickly outgrowing the hosted solution.
9/24/2012 - The big data explosion has enterprises scurrying to find ways to use unstructured content to their competitive advantage. Although organizations are aware that 'big data is big business,' it is indeed worrisome that organizations are unable to effectively tap these new resources.
9/21/2012 - Fourth, a premier provider of completely integrated cloud-based solutions for the hospitality industry, has successfully acquired Adaco Inc. a major supplier of SaaS based purchasing and inventory control solutions to the hotel sector in the US and other countries.
9/21/2012 - GlobalWise Investments, Inc. and its ancillary, Intellinetics, Inc recently reported an increased number of installations of their eDocs platform. The eDocs platform, which was developed by GlobalWise in association with Sycle.net, has turned out to be very popular in audiology clinics.
9/21/2012 - Xerox provides training and support for the customers' internal Help Desk to keep their troubleshooting centralized and get them back on track faster. Priority access to the company study senior support specialists means that they are ready to help solve the issue quickly, even when things become more complex.
9/18/2012 - No doubt you've had to call the IT Help desk at least once or twice during the course of your career. Perhaps you even work for one, and help other people who call in daily with the oddest problems. Either way, you should know the importance of ticket data. It keeps records of the conversation, noting problems and attempted resolutions to pass the information on to management and other agents. As such, it's vital that they be filled out accurately.
9/17/2012 - OAISYS has announced the enhanced integration of its Talkument and Tracer call recording solutions with Toshiba's IPedge IP business telephone system.
9/11/2012 - Agents are potentially the most valuable asset within the call center environment. At the same time, these individuals can also cause the most damage when they fail to deliver the right customer experience. Properly training agents for the successful call center demands 3rd party remote call monitoring. Fortunately, BPA offers agent monitoring to easily identify areas where agents shine and where they may need a bit more coaching.
9/6/2012 - Outsourcing comes with many advantages when it comes to the call center. When it comes to call monitoring, outsourcing has its benefits in addition to the many that come with relying on a third party to handle specific services, such as cost and efficiency savings as well as reduced overhead.
8/30/2012 - Call centers are important touch points for customer engagement and now, when the voice of the customer is louder than ever, it is important to have call center agents that are responsive and well trained. One of the best ways to improve agent communication is to keep track of their calls using 3rd party remote call monitoring solutions. One company that has released a new solution to help call centers monitor agent performance is TantaComm.
8/29/2012 - Most call centers strive to keep their average handle time down. But while they do that, they also have a mandate to minimize errors, keep customer satisfaction high and maximize benefits from every transaction. So how do you do all these things? Isn't it counter-intuitive?
8/20/2012 - Everyone is looking for customer satisfaction - it's a key point on which we base our buying decisions. Companies should be consistently asking how they can continue to keep customers interested in the brand and satisfied. Others are looking to keep their satisfied customers loyal. At times, the only way to do that is to keep them excited. Can 3rd party remote call monitoring such as that provided by the BPA help?
8/13/2012 - What's the best marker of success for a call center? Key performance indicators like average handle time and first-call resolution? Keeping call queues short and agents busy to the optimum degree? Meeting the schedule and adherence better than 95 percent of the time?
8/8/2012 - In today's world of automation, more customers just want to talk to a real person. They want someone they can talk to, someone who understands them and can help them with their problem. And isn't that the ultimate goal of a call center agent?
8/7/2012 - There are several ways to measure the success of a company. One might consider profits or growth or volume of sales. But sometimes analysts can get lost in matters of dollars and cents, forgetting that business transactions are really about people, and the most successful companies are often the ones with the most satisfied customers. So, for a company like Accurate Always, having a 99.5 percent customer loyalty rate is both a point of pride and a signpost of success.
8/7/2012 - NetSuite Inc., a company primary dealing with cloud-based financials / ERP software suites has signed up a number of new customers across outdoor retail brands and these include HydroFlask, Solio and X-1. Both companies have opted for the NetSuite cloud business management software, which helps in easy management of financials, inventory, warehousing and third party logistics (3PL), order management, CRM and B2B and B2C sales. The latest clients join the ranks of other reputed brands including Mountain Khakis, Ibex, GoPro, Ruffwear, Optic Nerve, Liberty Bottleworks, Outdoor Technology, Nuun, Terry Bicycles, Julbo, Buff Headwear, PROBAR, Surftech, Bamboo Bottle and more.
8/6/2012 - Businesses focus on customer service because news of bad customer experiences travel quicker than good. One way that businesses can improve their customer relationship management is with the new K.A.R.E.S (Kwick Acquiring & Retention Enterprise Solution) from Aumtech and Global eTelecom, Inc.
8/3/2012 - SolarWinds Inc., a provider of powerful and affordable IT management software, will be releasing SolarWinds VoIP & Network Quality Manager, formerly known as SolarWinds IP SLA Manager, to help IT professionals maintain the highest level of VoIP network performance and voice quality.
7/23/2012 - Geomant, a UC software developer and system integrator specializing in Microsoft-based technologies, announced the availability of an enterprise call recording solution based on the Microsoft Unified Communications platform -- Microsoft Lync. The announcement was made at the recently held Microsoft's Worldwide Partner Conference in Toronto.
7/18/2012 - As part of its growth story, Cordys, a global provider of software for business process innovation, has extended its footprint into Australia. The company has opened an office in Melbourne and appointed software veteran, Steve Thomas as the director of ANZ operations.
7/12/2012 - The way the customer is being heard is undergoing a transformation as surveys, e-mails, chat and even social media sites have thrust themselves into the communications arena. The traditional voice of the customer has thus expanded beyond contact centers, giving birth to interaction analytics technologies, a project worth pursuing, according to Ovum.
7/12/2012 - prairieFyre Software has completed field verification trials for prairieFyre Contact Center for Microsoft Lync and AudioCodes SmartTAP 2.0 call recording for Microsoft Lync.
7/11/2012 - Capture enabled business process management (BPM) solutions provider, Kofax has launched the latest version of its BPM and dynamic case management software Kofax TotalAgility 6.0 with key enhancements.
7/9/2012 - In a move to help companies steer clear of regulatory fines when doing business in the U.K, information services provider, Wolters Kluwer Financial Services recently announced the extension of ARC Logics for Financial Services suite to include its new Regulatory Change Management solution.
7/2/2012 - Indosoft has integrated call recording functionality from Orecx into Q-Suite 5.7 to offer reliable network voice recording option for its call center software.
6/27/2012 - TCN, Inc., global provider of cloud-based virtual call center technologies, has released the first ever hosted dialer feature that allows clients to pause and interrupt call recording-to ensure customer privacy and legal compliance.
6/18/2012 - Lots of companies offer 3rd party remote call monitoring solutions, but there is just one company out there that claims to take customer/employee interactions and collate contextually accurate data from them. That company, Mattersight, has spent over 500 people years developing its algorithms with the goal of matching each caller to the agent best suited to deal with his or her concerns.
6/12/2012 - These days, every company is feeling the crunch. It seems there is not enough time or personnel to handle all of the various aspects of running a call center. For example, in the busy world of healthcare, many call center managers have difficulty finding time to implement call monitoring programs to ensure quality and compliance. But quality monitoring should be a priority in order to ensure agent productivity and customer satisfaction, so what is a busy call center to do? Well, one option is to outsource call monitoring to a remote 3rd party provider.
6/7/2012 - The board of BPA Worldwide has reportedly approved amendments to several rules, most of which will go into effect with the June 2012 reporting period. BPA Worldwide, which is based in Shelton, Connecticut, audits the circulation of business-to-business and consumer magazines.
6/6/2012 - Customer engagement is essential in sustaining business longevity and profitability. This digital age is breaking down communication barriers through the likes of social media and unified communication devices - game changers as the old rules of communication no longer apply.
5/31/2012 - This month, as Marvel's Avengers have ruled the box office, superheroes are on the minds of many Americans. But sometimes people can be super without the ability to summon lightning or the benefit of a super soldier serum. In fact, by using techniques like 3rd party remote call monitoring, companies like Sound Telecom can recognize Super Agents - even when they don't work for SHIELD.
5/25/2012 - Experts in compliance monitoring in Kansas City, Mo. recently developed a system called IntegriShield, designed to examine the numerous portals of ad space online - and in conversations in call centers - to ensure the depiction of a given brand is consistent with advertizing laws and the visions of companies themselves.
5/16/2012 - While call centers have not been a favorite for many businesses, they are nevertheless considered a necessity, especially as customers continue to influence major business decisions. Despite being on the receiving end, call centers are innovating and inspiring businesses to think differently.
5/9/2012 - As the economy works to right itself and consumers begin spending again, one element that continues to take the spotlight is the idea of the customer experience. Companies leading this experience in their fields are dominating, while others struggle to capture what's left of the market.
5/9/2012 - What do you do when you have an unbelievably irritating customer experience? Ten years ago, you might have written a letter to a company executive or fired off an angry e-mail (knowing the chances it would be answered would be low). More often than not, you fumed quietly and told a few friends.
5/8/2012 - Sure, overly long calls may cost you money. The longer an agent stays on the phone, the longer the call queue gets, the fewer the calls that agent takes and the lower your sales per call figures may be (if your contact center is engaged in any kind of selling). But in the end, isn't efficiency and call quality more important the number of minutes that have ticked by since the agent picked up the call? If the customer thinks he's getting "the bum's rush" off the phone, aren't you going to well and truly damage the customer relationship?
3/29/2012 - Your call center agents are the first point of contact for the individuals making a connection with your organization - are they energized and motivated to deliver on your performance expectations? It's one thing to use 3rd party remote call monitoring to be sure they're meeting the standard, but what are you doing to drive results?
3/19/2012 - Determining what constitutes a valid call monitoring sample is a matter that generates considerable debate. Different people will offer a variety of opposing answers to the question, but the only one answer actually is right, according to Craig Antonucci, VP Client Services at BPA Quality, and that is "as many as it takes to improve performance, while not exceeding the cost of quality."
3/19/2012 - The moment of customer contact is intensely critical to any business. Actions taken in that moment will determine whether or not that customer becomes a loyal, repeat customer, a non-aligned consumer with no allegiance to your brand, or, worst of all, a disgruntled and hostile former consumer. Businesses should strive to avoid that last category of consumer altogether, especially in a world where the Internet has given every consumer a worldwide platform to broadcast negative information about your business.
3/7/2012 - 3rd party remote call monitoring is a critical tool that is extensively used by organizations worldwide in order to improve customer satisfaction and increase business efficiency.
3/5/2012 - Most tasks people complete nowadays are tracked, especially if you are talking about what websites you frequent on the Web. However, with 3rd party remote call monitoring, agent's calls are recorded, archived and then analyzed to focus on specific areas necessary to build, repair and maintain a monitoring program that will create a quality customer experience in the end.
2/28/2012 - Seeing the importance of these unannounced visits, BPA, a provider of 3rd party remote call monitoring, has hopped on the mystery shopping train that allows companies to view improvements that need to be made before customers decide to visit another store instead.
2/28/2012 - Your employer has just given you a new corporate phone to use in your office, but did you know your company could be using 3rd party remote call monitoring for every interaction you have? Although you might not be aware, your employer is actually allowed, by law, to monitor your e-mail and desk phone while you are on the clock. They can even track your Internet use if they have the time.
2/22/2012 - GL Communications (News - Alert), a provider of test, monitoring, and analysis equipment for Time Division Multiplexing (TDM), wireless, IP and Voice over IP (VoIP) networks, has launched new PacketScan software with unique triggering and search capabilities that can help to make 3rd party remote call monitoring easier.
2/21/2012 - Being able to make your 3rd party remote call monitoring solution your own sounds like a no-brainer when it comes to seeing ROI, right?
2/14/2012 - With over 24 years of experience and currently serving over 175 different clients, BPA Quality knows a thing or two about efficient 3rd party remote call monitoring. Today, the company revealed that it will be expanding its innovative offerings to continue to grow its footprint within language monitoring, Mystery Calling and Mystery Shopping.
2/13/2012 - 3rd party remote call monitoring can help organizations to gain better visibility into how their business is operating. But, without efficient training processes in place companies that leverage 3rd party remote call monitoring will have an extremely tough time seeing a return on their investment.
2/7/2012 - Let's be honest: after you grab your house keys and wallet, what is the next thing you need for the day? Your phone of course - whether it's an old school flip phone like mine or an Apple iPhone with all the bells and whistles. However, do you know that marketers are tracking your behavior through 3rd party remote call monitoring and analyzing every website you land on, every picture you take and virtually every move you make on your phone? According to a recent article featured on cbs42.com, cell phone companies know that you use your phone constantly and are storing your information to determine how they can better appeal to you via ads and promotions.
2/6/2012 - BPA's 3rd party remote call monitoring solution, called BPA Remote Call Monitoring, offers users access to innovative capabilities including 24/7 secure access that utilizes various encryption processes, IP filters and user security methods; customized toolbox dashboards for organizations of all sizes; unlimited reporting; and online access and storage of audio, data, current reports and archived reports - all of which can be easily and quickly customized to individual business requirements and needs.
2/1/2012 - In today's business environment, 3rd party remote call monitoring has become a critical tool to promote excellence and understand true performance within the organization. It is extensively used to drive customer satisfaction and increase business efficiency.
1/31/2012 - LabTech Software, a provider of a remote 3rd party remote call monitoring and management solution created with Managed Service Providers (MSPs) in mind, recently unveiled LabTech Cloud, a cloud-based Software-as-a-Service solution. In line with the debut of LabTech Cloud, the company will be introducing additional cloud computing technologies while will help partners significantly reduce operational costs while simultaneously raising profitability.
1/25/2012 - Mobistealth, a provider of phone surveillance solutions, has unveiled the latest version of its flagship app Nokia Spy Software line with has multiple innovative features including 3rd party remote call monitoring.
1/19/2012 - US company Automatic Data Processing (ADP) has acquired Ma Foi Consulting Solutions' Randstad Holding's Indian payroll business. ADP has acquired it to access the high-growth human resources business process outsourcing (HR BPO) markets.
1/18/2012 - Headquartered in Carlsbad, Calif., 3|SHARE has just revealed it will be opening a Network Operations Center (NOC) in Buenos Aires, Argentina. The new center will give the company's engineers the ability to use 3rd party remote monitoring for customer sites around the world, and provide remote CQ5 support. In addition, system set-up, 24/7/365 health monitoring and remote problem solving will also be powered via the NOC.
1/16/2012 - The quality interaction that generates a positive action - something every call center agent should strive to achieve on each call. Just how effectively are your agents at meeting this demand? If you have a 3rd party remote call monitoring program in place, you likely already know the answer. If not, it may be time to put such a solution in place to ensure all agent activity is optimized for the same goal - customer satisfaction.
1/12/2012 - 3rd party remote call monitoring can be used to not only drive customer satisfaction but also dramatically increase business efficiency when used correctly. A recent study from BPA International, written by Craig Antonucci, director of Client Strategies, MBA and professor of Decision Sciences, points out some of the ways this is done.
1/11/2012 - 3rd party remote call monitoring is needed to ensure that call center agents are providing the best overall customer experience. Keeping in line with this idea, Enghouse Interactive, the company that powers the CallRex suite of IP call recording and call center solutions has just released version 4.2 of its software. With this new release, companies that are leveraging Microsoft Lync can gain access to multiple management solutions.
1/6/2012 - Quality customer service - it is something every call center organization strives to achieve. In fact, a number of organizations will tout their ability to deliver on high expectations, but are these claims accurate? Is the company actually measuring the experience for the customer by monitoring calls? 3rd party remote call monitoring is a critical tool to promote excellence and understand true performance.
1/3/2012 - Like 3rd party remote call monitoring, remote application monitoring is gaining relevance. While 3rd party remote call monitoring helps companies ensure the quality of calls and improve customer service, remote app monitoring helps them manage their IT apps in a secure and efficient manner.
12/29/2011 - Within any corporate environment, it can be a challenge to know whether or not each company representative is truly delivering the optimal experience for each customer when on the phone. This is especially true within the call center where agents are handling several hundred calls a day and quality could be lost without a priority placed on 3rd party remote call monitoring.
12/27/2011 - Founded in 1988, BPA International offers over 100 clients' invaluable information, helping them to enhance their call center operations. Specializing in 3rd party remote call monitoring, the company offers in-depth insight and analysis into improving overall performance. I recently had the chance to speak with BPA about trends they have seen in the market this year, where the company is headed in 2012, their predictions for the call center market overall and how 3rd party remote call monitoring will be transitioning in the New Year.
12/22/2011 - If you're searching for a way to leverage 3rd party remote call monitoring in your organization, you might be excited about a recent Call Trunk innovation.
12/20/2011 - Quality in your call center operations is likely one of your key initiatives, but how do you stay on top of the multiple channels and interactions? Fortunately, 3rd party remote call monitoring solutions can help you ensure all activities are in line with expectations. Let's take a look at the top 5 reasons to implement monitoring and what it can do for your environment
12/15/2011 - OAISYS, a provider of contact center management solutions has just unveiled version 7.2 of its Talkument and Tracer call recording software solutions which allow users to easily leverage 3rd party remote call monitoring.
12/13/2011 - If you run or manage a call center, you'll know that 3rd party remote call monitoring is critical as it lets you know a number of basic things including are you serving your customers they way you want, are you serving your customers they way they want, are your agents effective, are they trained properly, what are their strengths - so you can better use them - and what are their weaknesses (so you can avoid putting them in those scenarios)?
12/7/2011 - Huawei, a major telecom equipment company in China has launched the eSpace Cloud Contact Center Solution in order to virtualize cloud platforms and improve 3rd party remote call monitoring, thus increasing productivity levels within call centers.
12/6/2011 - Companies around the globe depend on a reliable system will that will enable them to complete 3rd party remote call monitoring, and create and expand on a quality customer experience. Thankfully, BPA's BPABuilder.Toolbox just does that and is comprised of multiple solutions that will help a company to continue ongoing success in the future.
12/1/2011 - The concept of 3rd party remote call monitoring is an important one within any environment in which corporate representatives interact with customers. Remote call monitoring can be as simple as recording a call for quality purposes, or as complex as mystery calling and shopping to determine the effectiveness of the agent.
11/29/2011 - BPA Quality, a global contact center quality services provider offering services such as 3rd party remote call monitoring, mystery calling, mystery shopping and performance management has begun working with Jobs4America Coalition, an organization that is made up of business leaders who are working tirelessly in an effort to bring jobs back to America.
11/23/2011 - Harris CapRock Communications, a provider of 3rd party call monitoring and fully managed communications for remote and harsh environments, announced it is completing the development of AssuredCare, its comprehensive customer service and network management program.
11/17/2011 - The need to maintain quality in the contact center is unquestionable. The way to get there is open to discussion. Yet, one solid, proven method that all would agree is essential to the quality equation is call monitoring. The only question here is whether the monitoring should occur on site or by a 3rd party remote call monitoring service provider.
11/16/2011 - LabTech Software, a provider of a 3rd party remote call monitoring and management solution and Axcient, Inc., a company that powers data backup, business continuity, and disaster recovery services to small and mid-sized businesses (SMB), have joined forced to seamlessly integrate the company's innovative offerings.
11/11/2011 - Vocalocity, a provider of cloud-based phone services for small businesses has just unveiled the iPhone and Android command and control functionality that enables real-time 3rd party remote call monitoring to take place.
11/8/2011 - 3rd party remote call monitoring is a segment of BPA's suite of call center quality products which helps provide accurate feedback to both agents and supervisors through listening to either recorded or live calls, and then closely analyzing the customer interaction based on the company's individual standards. These observations can then be utilized to elevate the level of performance of the agents who connect a call center to its customers.
11/2/2011 - To be considered a best-in-class call center operation, many organizations often rely on 3rd party remote call monitoring. When using 3rd remote call monitoring, call center managers and corporate management alike can get a great understanding of what is transpiring inside the operation, due to the fact that monitoring solutions act as the "face to the customer," without having to spend the resources on personnel or technology implementations, upgrades, etc. to keep themselves current on the interactions between their agents and their customers.
10/31/2011 - In a multilingual market, it's critical that call centers have the ability to cater to a variety of customers, regardless of their native tongue. Likewise, it's critical that 3rd party remote call monitoring technologies can support multiple languages and truly understand the customer experience.
10/26/2011 - 3rd party remote call monitoring in a contact center can help to dramatically improve agent performance as well as increase efficiency of overall operations within the center. Today, 3CLogic revealed it would soon be unveiling new functions that would enable call centers to leverage the preferred method of communication customers feel most comfortable using.
10/24/2011 - Can you put much faith in your 3rd party remote call monitoring efforts if you don't have the right training in place to equip your agents for performance in the first place? Fortunately, 3rd party remote call monitoring provider BPA offers extensive training services to help make your monitoring efforts more effective.
10/18/2011 - Quality is a term used often in the call center space, mainly pertaining to the service delivered to the customer. Without a clear description of quality, however, it can easily refer to poor levels of customer service delivery instead of optimized interactions that drive positive results. How do you ensure the latter instead of the former - by implementing 3rd party remote call monitoring.
10/13/2011 - A commonly asked question by customers of BPA Quality, a provider of 3rd party remote call monitoring solutions, is why they should seriously consider outsourcing quality call monitoring when they already possess a designated team that can complete the task. The company offers customers the same answer every time-that it is a way to conduct completely unbiased evaluations while cutting costs.
10/13/2011 - Yes, it is necessary to implement 3rd party remote call monitoring within any call center to accurately monitor your call center agent's performance. There you go. Next question?
10/5/2011 - LabTech Software, a provider of remote monitoring and management (RMM) solutions for Managed Service Providers (MSPs), has just released LabTech 2011.2, the latest version of their 3rd party remote call monitoring and management solution. The new remote monitoring and management includes increased speed, improved management functions, newly developed reports and improved connectivity to end-users.
10/4/2011 - As a contact center manager, you have a lot to juggle to ensure that your company is providing an effective environment that nurtures a motivated staff, great customer service and high performance. To achieve these goals, you often have to rely on 3rd party providers and their technology solutions. 3rd party remote call monitoring is one key element to have in place to assure the quality of performance for all of your agents.
9/26/2011 - The idea of call monitoring in the call center is not a new one, but perhaps your approach should take on a new persona. Are you monitoring calls for the purpose of storing those calls or are you monitoring to truly improve the quality of your customer interactions? 3rd party remote call monitoring can play an important part in your strategy if you truly want to improve your outcome.
9/21/2011 - In an effort to expand its partner community and specialist industry services, DataSift, the real-time data filtering platform and licensed re-syndicator of Twitter, has joined hands with media monitoring application developer, Moreover Technologies.
9/21/2011 - TrustYou, a major player in social media monitoring and semantic technologies for the online reviews and social commerce space, has secured a $5 million Series A round and has also acquired Dallas-based competitor, ReviewAnalyst.
9/13/2011 - In an effort to expand its social listening and intelligence-based technologies into social commerce, Converseon, a social media organization, has announced the acquisition of Social Graphiti, a social commerce analytics and marketing technology platform. As part of the agreement, founder of Social Graphiti founder, Vidar Brekke, is now Chief Product Officer at Converseon.
9/12/2011 - TranslateMedia, a London-based translation services agency offering services to global clients, has announced the launch of their new Web site, "Multilingual Buzz Monitoring."
9/6/2011 - RightNow, a provider of customer experience management solutions, has announced the availability of the latest release of RightNow CX, the customer experience suite with added social media capabilities.
9/6/2011 - Citing his vision and passion for innovation, Henry Gazay, CEO of Medimix International and VoxMed, has been named as one of the 100 most influential people in the life sciences industry by PharmaVOICE, which delivers views, opinions, and insights of executives who are shaping the direction of the dynamic life-sciences industry.
9/1/2011 - Telvista, who provides contact center solutions to Fortune 1000 clients, has launched the company's new Social Media Center in Dallas. The Center, overlooking the 600-seat contact center, will serve as a control room for a team of analysts monitoring social media for the company's clients.
8/30/2011 - IBM has announced the launch of its new mobile software to assist organizations to adopt social networking using mobile devices.
8/24/2011 - CloudTalk, developer of social communications platform, has announced the release of a mobile application called "Let's Talk." The company has developed the new application to enable users to message on a private, social and professional level. "Let's Talk" allows users to either carry out private conversations or to establish social and professional discussion groups on a "by invitation only" basis. The "Let's Talk" application has been made available for free download through the iTunes App Store.
8/19/2011 - Social media plays an integral role in our lives and benefits us in many ways, every single day. However, in recent times, its misuse has led to an increased risk of "flash mobs" in and throughout Philadelphia.
8/17/2011 - The award-winning Newsdesk media monitoring and news sharing solution from Moreover Technologies, industry leaders in online media monitoring and business information gathering, will now be available in three new versions - all designed to be deployed across all industry types and sizes.
8/8/2011 - Zero 360 Marketing has announced the release of its latest social media monitoring tool for businesses and private individuals who would like to keep a tab on their online reputation. The new software has been designed to compile and evaluate the numerous comments that come in from more than 80 social media sites such as Facebook and YouTube.
8/5/2011 - With social media intruding the work space at an inconceivable speed, companies become wary of the adverse consequences it brings to their organizations. Social media activities bring a number of challenges to organizations. Security concerns are cited as one of the most severe challenges organizations face through the extensive usage of social media by employees. It may also affect employee productivity and create damage to online reputation in some instances.
8/2/2011 - An online content resource and business library has been introduced by Sysomos, allowing the power of social media and social media monitoring to be leveraged by professionals in many disciplines. White papers, reports and webinars can now be accessed via the Sysomos business library for social media, as well as use case examples and application ideas. Developers of products, customer service and sales professionals will be also able to access other unique content through this library.
7/26/2011 - Five new events have been added to the Summer/Fall 2011 calendar of Social Media Masters. Social Media Club, a top association of Social Media Professionals globally, in association with Sensei Marketing, specializing in customer acquisition and social engagement for the enterprise, brings the premier event series for advanced social strategies and tactics, Social Media Masters. Top brands and marketing professionals can benefit from this premier event series.
7/25/2011 - Capgemini, a provider of IT consulting, technology and outsourcing services, has announced the launch of a new Social Media Management service to help businesses take advantage of online social interactions.
7/21/2011 - SocialShield, an online monitoring service dedicated to helping parents keep their children safe on social networks, has announced the appointment of Steve DeWarns as chief safety officer.
7/21/2011 - With the relevance of social media growing among businesses, social media monitoring tools become necessary in determining how a brand can fully understand its fan base and implement successful outreach strategies for the future, according to recent findings reported by CrowdControlHQ, a provider of dedicated online reputation management software.
7/12/2011 - Spanlink Communications, a Cisco partner that specializes in designing, implementing and supporting contact center and customer collaboration solutions, recently announced that it has developed Spanlink MobileMiner, a mobile application for Cisco's SocialMiner software. The app was specifically designed for the much anticipated Cisco CIUS Tablet, which is set to be the first enterprise-class business tablet.
7/11/2011 - Crimson Hexagon, one of the leading providers of social media monitoring and analysis for marketing, brand insights and market research professionals, recently announced that it has signed with Hollywood talent and literary agency, United Talent Agency (UTA), for representation and has now added the agency to its client roster. UTA will advise Crimson Hexagon on business development in the entertainment and media sector to help the company with its overall expansion strategy.
7/8/2011 - The call center industry is based on providing customers with excellent service. Hence, call centers are always on the lookout to hire talented individuals who are aware of their responsibilities and have a strong skill set in providing outstanding service. Another important requirement for contact centers is to have a strong suite of call center software features that are customized to help their team of agents and also improve all facets of phone-based campaigns by an automated and accelerated outbound dialer and better lead tracking.
7/5/2011 - PeopleBrowsr, a provider of social media marketing analytics for brands, announced the release of PeopleBrowsr Platform 3, the next-gen social media analytics, monitoring and engagement solution for brand marketers.
6/29/2011 - Pyramid Research recently published a new report that revealed that operators must take full advantage of the power of social media to build their business. Stats show that Facebook user penetration has grown significantly and now reaches almost half the population in some European markets, such as the U.K. and Sweden. Operators will have to learn quickly how to make full use of mobile social networking by using a combination of devices, access and content.
6/29/2011 - Pyramid Research recently published a new report that revealed that operators must take full advantage of the power of social media to build their business. Stats show that Facebook user penetration has grown significantly and now reaches almost half the population in some European markets, such as the U.K. and Sweden. Operators will have to learn quickly how to make full use of mobile social networking by using a combination of devices, access and content.
6/24/2011 - VMS, providing corporations, PR firms, ad agencies and marketers with media monitoring, management and analysis solutions, covering print, broadcast and electronic media, as well as social media monitoring, has added access to content from LexisNexis, enhancing its print monitoring offerings.
6/20/2011 - ListenLogic, a provider of Social Business Intelligence that helps brands manage reputation, engage with customers and drive innovation, announced the launch of Reputation Management System (RMS), a real-time intelligence technology and Integrated Social Intelligence Platform that is designed to offer help in identifying corporate reputation issues, drive social outreach, and manage communications.
6/17/2011 - Today, kids are no longer glued to the TV. Technology advancements have provided them with the latest gadgets such as tables and smartphones that allow them to download a number of different apps. Many children spend more time on their handheld devices than in front of the television.
6/16/2011 - As social media is gaining an all-time relevance in Internet space, it's time for brand marketers to identify the best strategy in leveraging them for their brand marketing campaign. CrowdControlHQ, a provider of online reputation management software, advises brand marketers to implement social media-oriented management software to successfully plan their future marketing strategies.
6/7/2011 - It takes a lot of guts to ask the question, "How am I doing?" It opens the door to a world of potential pain, but at the same time, isn't it better to know what others think so you can do something about it? A lot of people think it is.
6/7/2011 - Coms, a provider of Hosted VoIP Systems for UK businesses, announced a new call recording service that enables companies bound by compliance regulations such as the Data Protection Act and FSA Rules - to legally hold conversational records for only £15 ($24.7 approx) a month.
6/3/2011 - CRMXchange and the Quality Assurance & Training Connection (QATC) have again teamed up to bring together the leaders in contact center practice and technology innovation at a Virtual Contact Center Conference June 8-10.
6/1/2011 - Screen capture, one of the fastest-growing areas of call recording and quality monitoring for call centers, has usually necessitated the disruptive and expensive purchase of the feature from the call center's existing call recording provider. VirtualLogger made this a thing of the past by offering highly cost-effective screen capture that can be easily added to most existing call recording and quality monitoring systems, as well as recordings from open-source VOIP systems.
5/27/2011 - Since the dawn of the concept we now refer to as "the contact center," business management has recognized that a strong training effort was necessary if the foray into this way of marketing and providing customer service was going to work. As the front line to the customer, the obvious subject of training is and always has been the contact center's agents. But agent training, while critical, is not the only area that can benefit from training, some of which can be easily overlooked.
5/17/2011 - Quality monitoring has long been the cornerstone of well-run contact centers and the provision of top-flight customer service. Contact centers that have had the greatest success and benefit from quality monitoring recognize that the goal is never to "catch" agents doing something "wrong," but rather to provide them constructive, objective feedback information that will ultimately enable them to provide callers with an outstanding customer experience.
5/13/2011 - North America's fastest growing business communications company Fonality, recently announced its one billionth contact center phone call - a milestone reflecting more than 4,800 deployments as the adoption of Fonality's cloud-based contact center solutions continue to change how fast-growing businesses deliver exceptional customer support.
5/13/2011 - North America's fastest growing business communications company, Fonality, recently announced its one billionth contact center phone call - a milestone reflecting more than 4,800 deployments as the adoption of Fonality's cloud-based contact center solutions continue to change how fast-growing businesses deliver exceptional customer support.
5/13/2011 - CosmoCom's advanced, real-time contact center reporting and quality monitoring application, CosmoDashboard, has captured yet another honor - this time a 2011 Long Island Software Award (LISA), recognizing innovation and excellence in software development by Long Island-based companies. The award is presented by the Long Island Software and Technology Network (LISTnet).
5/6/2011 - The global economy suffered a significant blow in 2008 when the market took a dive, leaving many companies scrambling to maintain their pre-recession revenues and budgets. The result is many of these organizations have had to tighten their budgets and limit their access to key functionality. The good news is that cloud computing and business VoIP service is enabling these organizations to still leverage next generation technologies, even when operating on a shoe-string budget.
4/28/2011 - Third party remote monitoring is a tool a number of companies can leverage to try and drive improved efficiencies, streamlined performance and higher levels of quality customer service. Telrex, an Enghouse System company, offers the CallRex suite of IP call recording and contact center optimization solutions to meet the growing need in the broader market.
4/15/2011 - In any business operation the staff handling your communications might as well be your company's face. They'll have the most bearing on the customer's perception of service and if they're not doing their job you stand to lose business. The best way to ensure all agents are meeting their obligations is to employ a call monitoring strategy that can hold them to your company's high standards.
4/8/2011 - What is the best approach to 3rd party remote call monitoring? Is it simply hiring a company to listen to your agents on the phone, or is it important to take it to the next level? This is the concept in this BPA report as the company focuses not only on 3rd party remote call monitoring, but also secret shopping, social media monitoring and more.
4/1/2011 - Guy's and St Thomas' NHS Foundation Trust (GSTT), one of the UK's busiest NHS Foundation Trusts, with more than 900,000 patient contacts every year has selected and deployed CTI Group's Proteus Enterprise call accounting solution to monitor, analyze and report across its entire telecommunications network in London.
3/24/2011 - The call center space has long benefited from 3rd party remote call monitoring as it provides a platform supervisors and managers can leverage to capture call data for accurate and actionable feedback for agents. BPA offers its BPABuilder data to enable these call center leaders to deliver high quality feedback and reporting.
3/18/2011 - Versadial Solutions, a provider of call recording software solutions that allow recording of analog, digital, T1/E1, ISDN or VoIP lines, announced it has integrated Session Initiation Protocol (SIP) trunk with VS Logger call recording system.
3/4/2011 - Should your customer service quality remain a mystery? Not if you want to be sure your customers are satisfied and continue to purchase from you. This is the concept behind 3rd party remote call monitoring as it provides you with the opportunity to capture the true interaction between your employees and your customers. BPA offers a method that can be deployed to ensure your employees are interacting as they should with your customer base: mystery calling. Known as BPABuilder.Mystery Calling, this BPA solution is designed to complement the BPABuilder.Remote Call Monitoring Service. As a 3rd party remote call monitoring solution, BPABuilder.Mystery Calling can deliver a unique and different perspective for call center activities.
2/11/2011 - Call centers are staff dependent businesses that require a careful eye when determining agent performance expectations. To fully understand what you're getting out of each agent, it's essential to track the metrics of your calls on a consistent basis. BPA Quality's BPABuilder Remote Call Monitoring platform allows managers to do this with flexibility . The BPA suite of Call Center Quality Products focuses on providing accurate and actionable feedback to agents and supervisors while delivering high quality feedback and reports.
2/11/2011 - RSUPPORT has announced the launch of new remote solution for smartphones and tablet PCs, "RemoteCall + mobile pack."
1/28/2011 - A recent study by Craig Antonucci for BPA International, titled "Why Quality Monitoring is Important for your Call Center," touches on some areas you should be monitoring in your call center:
1/21/2011 - Monitoring for quality in the call center is something that has been going on for years, and has gained considerable traction in the last decade. Rarely can you call into a call center and not be greeted by a voice informing you that your call may be monitored for quality assurance or training purposes.
1/14/2011 - The news from the CRM, call recording, quality monitoring industries this week. Developments from leaders in the CRM field produce high quality call monitoring solutions for any size business.
1/4/2011 - Monitoring within the call center has long been a focused approach to ensuring that customer service performance goals are met and that supervisors can have some control over the outcome of the center. Even with proven benefits to the practice, however, there are still some who question why call center agents should be monitored or what quality monitoring solutions should be implemented to ensure the task is completed efficiently.
12/10/2010 - AvMed Health Plans has selected Panviva SupportPoint, a major player in Business Process Guidance (BPG) systems, to optimize its member services call center operation and drive even higher levels of member satisfaction.
12/9/2010 - Quality monitoring (QM) is hot: as organizations discover that it can help them retain customers and revenues and reduce costs by uncovering where total performance can be improved through targeted listening and viewing of agents' interactions with customers.
12/8/2010 - Cloud service delivery "has hit critical mass, with a majority of organizations already riding the wave." And the Middle East is waking up to the benefits of cloud computing as well.
12/3/2010 - This week the call and contact center space was alive with talk about new programs, new customers and new regulation. The stories came from some major players in the field including Zeacom, Spectrum Corp and InContact.
12/3/2010 - Every customer calling into a call center has heard the message: "This call may be monitored for quality improvement," or some variation. The point is they are receiving notification that call monitoring is taking place within that call center. But some may be wondering - does call center monitoring really work?
11/19/2010 - There are mounds of research and studies that measure overall customer satisfaction and loyalty as it relates to customer service and support experience. Last year, my company went a little deeper, examining this correlation specific to different levels of tiered, subscription-based support services (bronze, silver, gold or some similar categorization). We conducted this study using customer feedback within the B2B software provider industry.*
11/4/2010 - In order to make the kinds of crucial business decisions necessary for optimizing agent performance and customer service, a call center organization needs the proper call monitoring software. The folks at BPA Quality recognized this necessity, and so created BPABuilder.Remote Call Monitoring. The BPA suite of Call Center Quality Products focuses on providing accurate and actionable feedback to agents and supervisors while delivering high quality feedback and reports.
10/27/2010 - A new research has found that top performing companies are enabling operational intelligence in the contact center. Aberdeen Group in its paper, "Unlocking Business Intelligence in the Contact Center," noted that performance improvement opportunities are often locked in the potential business intelligence that can be mined from both unstructured data and structured transactional data collected in call center and CRM applications.
10/22/2010 - New Boundary Technologies, a Minneapolis-based provider of remote monitoring and control software solutions, announced it has expanded the technology partnership with Digi International, a provider of device networking solutions for businesses.
10/14/2010 - Tektronix, a provider of test, measurement and monitoring solutions, announced it will display an extensive range of new and enhanced products and solutions for video, audio and content quality at the SCTE Cable Tech Expo, October 20-22.
10/14/2010 - Contact Solutions, Inc., a provider of on-demand contact automation solutions including IVR, email/text messaging and web transactions for business and government, has doubled its call volume to 2 billion over the past 18 months.
9/30/2010 - Aquavx, a provider of advanced remote monitoring solutions for water utilities, has announced that Williams County Sanitary in Ohio is leveraging Aquavx to monitor enclosure temperature, flow, run times, wet-well levels, and general operations of an existing sewer system.
9/24/2010 - They might seem a little outdated, but customer satisfaction surveys are far from useless. In fact, BPA Quality has built a whole system around utilizing information from customer satisfaction surveys to increase a business' sales and efficiency.
9/16/2010 - The Telecommunications Laboratories of Chunghwa Telecom has selected the JDSU Signaling Analyzer Real Time to monitor and analyze the end-to-end performance of its 3G/HSPA wireless network, to ensure the highest quality of voice and data services, and to support the carrier's upcoming LTE/4G trials.
9/10/2010 - Provider of contact center technology solutions Noble Systems has announced the availability of mobile-friendly contact center management applications for the Apple iPad and other mobile devices.
9/3/2010 - Ohio-based insurance company Progressive has said that it intends to hire around 200 customer sales and service representatives by year's end for its Colorado Springs call center.
8/24/2010 - One of the most recent additions to the monitoring space where BPA Quality is concerned includes the far reaching spaces of the social networking phenomenon. Not only are companies establishing a presence on sites such as Twitter and Facebook, customers are also posting comments about companies and the news can either be good or bad.
8/16/2010 - If you run a call center or contact center, is it important to monitor your agents? If you agree that it is, how do you implement quality monitoring to drive results? To do so, you must balance the need to measure outcomes with the necessity of measuring the behaviors and activities that support, drive or even undermine those outcomes.
8/10/2010 - It's interesting to hear a call center provider talk about its philosophy of how the company goes about its business. BPA Quality officials say that the challenge as managers is to "move the barometer of performance from poor or average to outstanding."
8/4/2010 - The BPABuilder is a good way to customize your company software, as it includes features to track, trend, report and create the stimulus to "build your Quality Customer Experience," as company officials say.
7/29/2010 - Building proper Request for Proposal processes can help your business improve efficiency and save money. BPA Quality's Director of Client Strategies, Craig Antonucci offers some free advice in a white paper about how to develop RFP practices that can best help you choose which company's offerings match your requirements.
7/22/2010 - The debate about whether or not call center agents should be coached through their work experience continues to dog managers and supervisors. On one hand, many believe that coaching call center agents does not effectively maximize time or money. The other side of the fence believes that in order to eventually maximize productivity, a supervisor must invest in the coaching of his or her call center agents.
7/12/2010 - Interactive Intelligence, a global provider of unified IP business communications solutions, has enhanced its offering for credit and collection industry.
7/12/2010 - BPAQuality, a supplier of 3rd party remote call monitoring, has produced a white paper answering what some feel is a rhetorical question: Should you monitor your call center agents? After all, it costs time and money, can't you just, you know, get good people, train them, give them the script and let 'em rock? In heaven it'll be that way, yes. Down here, no.
7/8/2010 - A study by life sciences consulting firm Cutting Edge Information has found that outsourcing of medical information call centers varies depending on brand size.
7/2/2010 - Capturing real-time patient satisfaction feedback is a useful tool for companies looking to explore their CRM options. Whether it be remote call monitoring, or contact centers, or hospitals, customer satisfaction surveys are a valuable resource.
6/25/2010 - Social media is no longer confined to the idea of friends and acquaintances using it to keep in touch with each other. Today, it has moved to the realm where corporate houses are using it to promote their services, and keep abreast of the latest development. With the help of popular social media sites such as Twitter, and Facebook companies are monitoring their brands, making such sites cost-effective tools for branding and marketing, and companies such as BPA Quality provide the tools for social media monitoring.
6/16/2010 - New application for social media monitoring of Facebook by parents.
6/9/2010 - BPA International, a provider of quality monitoring and other quality research contact center services, has announced the re-branding of its trademark name.
6/4/2010 - Attensity Group said that it has monitored millions of conversations on the social Web to predict that Lee Dewyze would be the season 9 American Idol.
5/24/2010 - The IPS call center, known as the PIMS, delivers support for a leading Japanese conglomerate. PIMS is diversified in a number of markets, operating for companies located in Japan, the U.S. and Hong Kong. This multi-national enterprise relies on Drishti's IP-based Contact Center Suite Ameyo to power both inbound and outbound processes.
5/21/2010 - The National Foundation for Educational Research, Britain's largest independent provider of research, assessment and information services for education, training and children's services, has selected UPS Systems to "avert disaster with its remote monitoring tool REMO, and reduce the organization's costs," according to NFER officials.
5/10/2010 - According to Gary Campbell, president, Cytta, a company focused on bringing eHealth solutions to the market, currently the U.S. spends more on health care than any other country in the world, especially in the remote call monitoring sector.
5/6/2010 - Control Products, a leader in electronic control technology, design and global manufacturing, will be unveiling its new product that combines wireless water detection technology with remote monitoring capabilities, Wireless WaterAlarm, at the AHR Expo 2011 at the Las Vegas convention center. This product can be used for residential as well as commercial purposes.
4/29/2010 - Last week, we examined the application of coaching within the call center, relying on the 3rd Party Remote Calling Monitoring Provider BPA's White Paper: Agent Coaching - Why and How to Make it Effective by Craig Antonucci, Director of Client Strategies for insight into maximizing the value of coaching in such an environment.
4/20/2010 - The call center and its agents can be very valuable assets to the organization, as long as they operate efficiently. One of the best proven tools to drive efficiency in the call center is coaching agents to improve their time, call resolution and customer service.
4/19/2010 - Calibrus, Inc. has entered into a contract to continue to provide ongoing third party verification services for one of its largest customers.
4/15/2010 - Mark A. Miller, president of DigiNet Corporation, a Denver-based consulting engineering firm, has written a recent profile of UniVoIP.
4/5/2010 - New Boundary Technologies, a remote call monitoring and equipment management provider, has officially been in the software industry for 25 years now. The technology innovator has pioneered real-time data acquisition programs and Internet solutions for laboratories, universities, government facilities and businesses.
3/29/2010 - InfoShore Software Private, a company dedicated to developing innovative software solutions, has announced the release of SpyBubble, a security application, a remote call monitoring-type system for mobile devices.
3/22/2010 - Third party calling software isn't normally thought of as a particularly exciting, intriguing technology. But that's just because nobody was using it the right way until now.
3/16/2010 - Medtronic, Inc., a provider of solutions for in medical technology that help millions of people around the globe in alleviating pain, restoring health, and extending life, has announced that according to the results from the CONNECT trials, its Medtronic CareLink Network has shown a significant reduction in the median time to clinical decision for cardiac resynchronization therapy-defibrillator, or "CRT-D," and implantable cardioverter-defibrillator, or "ICD," patients when monitored remotely, in comparison with the standard in-office follow-up.
3/12/2010 - It's no surprise that call monitoring is prevalent in almost every telephone, systems or service provider's business deal.
3/3/2010 - Third party remote calling and its accompanying services are essential to many industries. Devices like an iPhone, which is already crowded by applications, need something to tie in all the elements.
3/3/2010 - Nortel Carrier VoIP and Application Solutions has expanded its CVAS VoIP Third Party Partner Program to address service providers' need to support a number of devices, applications and access types from different vendors. The program integrates a range of devices, applications and services with Nortel CVAS' portfolio of carrier softswitches, application servers and gateways.
2/24/2010 - Rockford Mutual Insurance, a property and casualty insurance company, has reported "increased efficiencies and reduced costs" in its claims department after deploying content management and workflow products from Interactive Intelligence.
2/17/2010 - Whether you're a contractor, vendor or trusted party, secure communication with various outside partners is critical to any enterprise's comprehensive security approach. But it's a complex process. To help simplify it, Entrust provides capabilities for secure external communication via Entrust Entelligence Security Provider 9.1.
2/12/2010 - Yes, it's still a lousy economy - what, pouring a trillion dollars of taxpayer money out on pet pork barrel projects doesn't immediately make everything all better? Slap me silly, boys, who would've seen that coming?
2/1/2010 - Editor's Note: Requests for proposals, or "RFP," or a request for a quote, or "RFQ," is a process companies implement to put out outsourced work for bid amongst competing providers. In many industries, including the telecommunications industry, these requests are used to organize the process of selecting service providers for various duties within a company. Craig Antonucci, 3rd party remote call monitoring provider BPA International's director of Client Strategies, breaks apart the process, weighs in on the pros and cons of the systems and offers insight as to how these strategies work.
1/29/2010 - Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.
1/25/2010 - Editor's Note: Requests for proposals, or "RFP," or a request for a quote, or "RFQ," is a process companies implement to put out outsourced work for bid amongst competing providers. In many industries, including the telecommunications industry, these requests are used to organize the process of selecting service providers for various duties within a company. Craig Antonucci, 3rd party remote call monitoring provider BPA International's director of Client Strategies, breaks apart the process, weighs in on the pros and cons of the systems and offers insight as to how these strategies work.
1/19/2010 - In the contact center industry, these RFPs and RFQs are in high demand. Today, an organization looking to employ outside services will release an RFP or RFQ that calls for any prospective suppliers to submit bids for business, with in depth details of the conditions of the actual work assignment.
1/15/2010 - Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.
1/15/2010 - Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.
1/11/2010 - When a company limits its geographical base, in terms of expansion and potential business connections, the opportunities available to a specific provider are often not as elaborate.
12/29/2009 - In continuing with last week's discussion, I sat down with 3rd party remote call monitoring provider BPA International's director of Client Strategies, Craig Antonucci, to find out more about BPA's progress in the seemingly difficult 2009.
12/23/2009 - As 2009 is slowly closing in, many companies are looking back at the year's performance and contemplating whether the economic recession affected their total year outcome, or whether they managed to stay afloat in these harsh times.
12/15/2009 - While there are many necessary steps to take in order to properly manage and accurately track a company's call monitoring system, including the decision of how much – and what – to monitor, according to 3rd party remote call monitoring provider BPA International, there are other pieces of the call center puzzle that need to be put in place.
12/7/2009 - After last week’s discussion on why outsourcing for companies looking to implement a call monitoring system is a must, it’s evident that enlisting the assistance of a company like 3rd party remote call monitoring provider BPA International and its services, operations will run smoother and goals can be met at a more accurate pace.
12/2/2009 - And, while there are many ways to monitor the activity of sales agents and customer interactions, according to 3rd party remote call monitoring provider BPA International, the most effective way to measure call center quality is through call monitoring.
11/16/2009 - Enlisting the services of 3rd party remote call monitoring provider BPA International does more than just improve sales for any company within the call center industry, telecom field or customer relationship management, or "CRM," spectrum.
11/9/2009 - By utilizing 3rd party remote call monitoring provider BPA International's services, customer receives a full circle way to see all facets of the operational process.
11/2/2009 - 3rd party remote call monitoring provider, BPA International offers training to sales agents in a contact center that leave them prepared, educated and confident to begin a career in the contact center or CRM industry.
10/26/2009 - According to 3rd party remote call monitoring provider, BPA International, research shows that there's a direct correlation between the frequency of coaching and feedback, and the performance of sales agents.
10/20/2009 - According to 3rd party remote call monitoring provider, BPA International, traditional customer satisfaction surveys have provided general feedback along the lines of how customers perceive agents in terms of personality, demeanor and delivery.
10/12/2009 - Discussed last week, 3rd party remote call monitoring provider BPA International's competitive review feature in its BPABuilder Toolbox offers users a how-to on delivering the appropriate quality of service, or "QoS," to its customers.
10/7/2009 - BPA International, a provider of 3rd party remote call monitoring, a software service that gives organizations sample recorded or even live calls between the agent and customer, as a way to improve on in-house operations or customer delight, offers more than just a call monitoring system for its customers.
10/2/2009 - Maintaining a call center's standards can be quite difficult when trying to assess the various forms of communication throughout sales agents and their customers.
8/28/2009 - With 3rd party remote call monitoring, the company's trained professionals sample recorded or live calls between agents and customers and compare them to a set of standards - then scoring them to provide actionable feedback on performance.
8/11/2009 - Call monitoring plays a vital role in the contact center today as a focus on customers and their experiences has increased. Through call monitoring, it is possible to measure and maintain quality, improve training and sales, and ultimately achieve success.
7/23/2009 - According to the "2009 Quality Management/Liability Recording (WFO) Market Share Report," the market has grown by 14 percent from $2,389.1 million in 2007 to $2,724.3 million in 2008.
5/22/2009 - In order to figure out how customers are being handled, and what they want, many companies are turning to call monitoring solutions that record communications which can be played back later for quality assurance and training needs.
5/12/2009 - Quality monitoring (QM) solutions have become central to contact center performance. These tools capture the interactions between your customers and agents and in doing so are invaluable in ensuring excellent customer-retaining service. QM also obviates fingerpointing in disputes with electronic records of what was said.
5/4/2009 - While this news is positive for this industry, the study also determined that some companies are not adequately prepared. In fact, 75 percent of the organizations that are rushing to roll out new network technologies do not have the tools and visibility necessary to monitor and troubleshoot performance problems.
4/30/2009 - A new and pioneering report by Datamonitor, "Trends in Knowledge Process Outsourcing – Growth Opportunities in High-Level Processes" discusses the market, the main players active in the sector and analyzes how the recession will impact demand for KPO services. It also assesses how providers of KPO service providers can best position their offerings to take full advantage of the sector's potential.
4/23/2009 - Amidst the economic doom and gloom, new research from DMG Consulting, the 2009 Contact Center and Enterprise Performance Management Market Report reveals a bright spot: growing sales of contact center and enterprise performance management solutions.
4/14/2009 - To help call center managers improve the services delivered by their agents and to better train agents, many turn to call monitoring as a solution. This can be a cumbersome task for managers who are already overloaded with other roles to perform. This is where a third party call monitoring provider can be utilized to help the contact center get the maximum benefit out of call monitoring.
4/3/2009 - A new report by DMG Consulting reveals that two new classes of applications: customer experience analytics (CEA) and desktop analytics (DA) applications are delivering cost savings of 5 percent to 10 percent to organizations.
3/20/2009 - Adoption of workforce management software for the contact center is increasing, as more companies are recognizing the advantages it brings for managing complex multi-site, multi-channel (phone, email, IM/Chat, fax, mail, etc.) and multi-skill contact center environments.
3/13/2009 - WFO solutions improve productivity as well as deliver better services to customers by making it easier to manage, train and run the organization. This strengthens loyalty and drives ongoing revenues for the company without increasing costs.
2/2/2009 - Clearly, maintaining quality is critical in every aspect of a company's operation, but in few areas is it more important than in the call center. The reason is simple: because it is often the initial customer "touch point" – that is, one of the first areas of a business with which a customer makes contact. Accordingly, the call center carries the burden of providing a company's first impression.
1/20/2009 - Then, it hit the team like a bolt out of the blue: What about people who, for one reason or another, have heightened listening skills? People who are particularly sensitive to sound or motion. People who use their sense of hearing as their primary source of sensory input.
11/13/2008 - Innovation is significantly driving market growth and new offerings for the mid-market and increased sales of relatively new WFO applications are also contributing to the increase. Such applications include speech analytics, surveying/feedback, coaching and performance management. There has also been a substantial increase in professional services revenue.
11/5/2008 - Call monitoring is key to improving a call centers performance because it provides an inside look at the operations and helps to uncover areas needing improvement.
10/24/2008 - The practice of recording interactions between companies and their customers has been in place for many year within the contact center. These organizations use such practices to evaluate performance, improve coaching and training, assess processes, and event conflict resolution.
10/6/2008 - Remote call monitoring is used to analyze calls that are recorded remotely and provides an objective view of performance and how it measures up to the competition.
10/3/2008 - In order to maximize the benefit of the process, call centers often look to third party remote call monitoring providers. One such company that has been helping the call center to improve performance through mentoring is BPA. Its agent evaluation software solution allows agents to take a role in their own performance improvement.
9/11/2008 - In order to battle rising costs, call centers have to look to alternative solutions and applications to ensure efficiency without capital investment. One area where this is possible is hosted on-demand call center software.
7/25/2008 - The contact center industry has long relied on quality management and liability recording solutions to ensure that they are not only following mandated procedures, but also that they are performing as expected to deliver measurable results.
7/17/2008 - There is no more important a place to focus on customers and their experiences than in the contact center.
5/19/2008 - Anyone who admits that they enjoy criticism, even if it is done constructively, has most likely never experienced it. After all, no one likes to be told what they are doing wrong or that they could be doing something better. Most managers know this and as a result, look for ways to help an employee improve, without creating a negative situation.
3/7/2008 - The idea of the Third party remote call monitoring may seem to some like another way for "Big Brother" to keep a close and watchful eye on their activities. Sure, it may be intimidating, but the benefits to the entire organization can be significant.
1/17/2008 - Today, we will look at the top five reasons why third party remote call monitoring is a must for the call center to ensure efficiency and best practices. These top five reasons include:
12/17/2007 - 3rd Party Remote Call Monitoring from BPA International includes services that range from analyzing calls that have already been recorded on a clients recording system to recording calls remotely in their research center. Calls are scored by an experienced team of researchers and the results can be easily accessed though the Web.
12/5/2007 - Call monitoring, when done frequently, is also beneficial to companies as it increases the times agents are coached and presents them with feedback in a more timely manner—further improving their skills and the service they provide to customers.
10/25/2007 - In a bid to increase public awareness of the contributions and skills of American workers with disabilities, the month of October has been designated by Congress as National Disability Employment Awareness Month. (NDEAM)
6/13/2007 - Call monitoring has long been an effective tool in the contact and call center as a way for managers to capture interactions to measure performance, identify training opportunities and evaluate processes. Such monitoring is also finding demand in other industries as well as organizations are beginning to understand the value of this type of monitoring. And, while great benefits can be gained from such practices, relying on the right vendor is essential.
5/17/2007 - 3rd party remote call monitoring is perhaps also an appealing offer for many of todays rapidly expanding operations and busy professionals as it leaves the time needed to analyze already recorded or live calls, up to a team of professional researchers.
3/28/2007 - Speech analytics have become an important tool in the contact center in a short amount of time. When properly implemented and monitored, such solutions can drive better customer satisfaction and productivity in the center, thus facilitating an increase in agent satisfaction and performance of the contact center overall.
3/9/2007 - There are many companies to choose from that offer third party call monitoring. BPA International offers services that range from analyzing calls that have already been recorded on the client's recording system to recording calls remotely in a research center. The results then can be accessed through the Web.
1/18/2007 - Call recording is one of the most powerful tools available to call centers in that it enables center managers to monitor agent performance and identify training opportunities. Another area of opportunity is that of process improvements.
1/4/2007 - Call recording is a great tool to use in the call center in that as it enables center managers and supervisors to effectively monitor a conversation between an agent and a customer. This call recording also presents an effective coaching and training tool that can be used to empower agents to be better equipped to perform the tasks involved with their jobs
12/19/2006 - Call recording and monitoring used to be a practice and technology available only to call centers and large enterprises as traditional communications in a circuit-switched world presented economic obstacles to the full integration. Now, with IP telephony, functionality that was almost impossible to integrate in a TDM environment is easily accessible for nearly every organization.
12/1/2006 - The call center leader must be able to focus on the complete customer interaction in order to drive overall contact center performance. By closely monitoring and evaluating the complete interaction, the call center can gain extremely valuable information and data that can be used to improve performance and help drive revenues.
11/28/2006 - Proper and quality call monitoring can provide significant benefits for the call center, but it is up to leaders to establish what and how monitoring should be implemented and what they hope to gain from such a solution.
11/22/2006 - Call recording can serve beyond a tool for remaining compliant and helping to solve customer complaints, to also be a solution for training employees using effective real-world examples.
11/10/2006 - Call recording is a tool often used in the call center to monitor and track the performance of an agent. It is also used for call center managers to be able to identify areas of coaching and training potential for the agent. Call center recording is also implemented as a measurement tool to gain a better understanding of the customer’s perception of the company and the service that is offered.
11/1/2006 - To achieve compliance and improve performance, both call recording and call monitoring are taking on a growing importance in the market and especially the contact center.
10/9/2006 - Proper forecasting and call center scheduling of employees to handle customer issues from multiple communication channels can be complex to the point that it consumes nearly 100 percent of that manager’s time and 100 percent accuracy is literally impossible.To help combat the challenges that these managers face, many contact centers implement workforce management solutions to better manage employees and projected workflows.
9/21/2006 - Verizon Wireless will open a new $44-million state headquarters and call center facility in Huntsville, Alabama, and in doing so create 1,300 new jobs for the region, company and state officials announced on Thursday.
8/29/2006 - Most consumers who use the phone to communicate and have contacted a company via their contact center have probably heard the recorded message that their call may be monitored for training purposes.
5/16/2006 - One way to address customers complaints is to understand their “why”—why do customers call you in the first place?
3/30/2006 - Philippine School to come up with a scholarship program for 100,000 young Filipinos to bolster the country's position as a center of the business process outsourcing (BPO) industry.
3/9/2006 - The number of call center agents in Central America will rise by about 8,000 or 38% to some 29,000 by early 2007
1/16/2006 - According to a recent Datamonitor Market Research report, traditional contact centers no longer meet advanced customer needs.
1/5/2006 - Of the 400,000 new graduates who look for work annually in the Philippines, only 11,526 or 2.89 percent are accepted in BPO companies and call centers.
12/29/2005 - Define CRM objectives and the business process changes necessary to meet the objectives before considering a technology purchase.
12/21/2005 - NICE Systems is likely shopping around for ideal acquisition candidates now that it has filled up its coffers.
12/2/2005 - The IVR Cheat Sheet for Businesses is a listing of tips businesses can use 'to make their IVR systems more user-friendly and efficient.'
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