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For companies looking to improve compliance and verification, using a call monitoring system is a way to improve these business operations. In addition, with call monitoring, companies can have an enterprise-ready solution that improves the performance of a call center. No matter how big or small, implementing a call monitoring system will improve any contact center in single or multiple locations. This TMCnet channel is designed for industry professionals to learn more about effective call monitoring systems.
Call Monitoring Feature Articles
Motive for Oracle $1.5 Billion Purchase of RightNow Speculated
Oracle is continuing its buying spree and this time it's in the customer service cloud market. In what will be its eighth announcement of corporate takeovers since the beginning of 2011 and the largest since it bought Sun Microsystems in 2010, Oracle's announcement that it will be closing on a deal by year's end or early 2012 to buy customer service software as a service provider RightNow Technologies has analysts and journalists speculating on Oracle's motive for the purchase.
Oracle is continuing its buying spree and this time it's in the customer service cloud market. In what will be its eighth announcement of corporate takeovers since the beginning of 2011 and the largest since it bought Sun Microsystems in 2010, Oracle's announcement that it will be closing on a deal by year's end or early 2012 to buy customer service software as a service provider RightNow Technologies has analysts and journalists speculating on Oracle's motive for the purchase.
PanTerra Signs Agreements for its Fully Cloud-Based Wholesale Unified Communications Service
There is no doubt that contact centers and small to mid-sized businesses can benefit from cloud-based unified communications.
There is no doubt that contact centers and small to mid-sized businesses can benefit from cloud-based unified communications.
Ten Benefits Real-Time Dashboard Analytics Brings to Your Contact Center
A good recent post on the Coordinated Systems, Inc. blog titled "Top 10 Benefits of Real-Time Dashboard Analytics for Contact Centers" delivers exactly what it promises, as part of a look at the Dashboard Analytics feature set available in Virtual Observer 4.0:
A good recent post on the Coordinated Systems, Inc. blog titled "Top 10 Benefits of Real-Time Dashboard Analytics for Contact Centers" delivers exactly what it promises, as part of a look at the Dashboard Analytics feature set available in Virtual Observer 4.0:
Verint Improves Its Enterprise Workforce Management Package With Acquisition of GMT
In the 21st century, the business community has never been more competitive. One business sector that has seen surprising amount of competition is the area of call centers, whether dealing with large corporations or small business centers. Just one more indication of the steps some companies are taking to stay ahead of their competition is Verint's pending acquisition of Global Management Technologies (GMT).
In the 21st century, the business community has never been more competitive. One business sector that has seen surprising amount of competition is the area of call centers, whether dealing with large corporations or small business centers. Just one more indication of the steps some companies are taking to stay ahead of their competition is Verint's pending acquisition of Global Management Technologies (GMT).
Salesforce.com's Social Enterprise Vision Catching on?
According to industry journal EnterpriseAppsToday.com, Salesforce's vision of the social enterprise may be catching on.
According to industry journal EnterpriseAppsToday.com, Salesforce's vision of the social enterprise may be catching on.
Web Interface Simplifies Call Monitoring for Your Remote Workforce
The exploding emergence of web-based software is empowering contact center operations to equip their geographically distributed staff with mature call monitoring and quality optimization tools, which were previously anchored to their centers.
The exploding emergence of web-based software is empowering contact center operations to equip their geographically distributed staff with mature call monitoring and quality optimization tools, which were previously anchored to their centers.
Coordinated Systems Spruces up TMC Channels and Offers Two New Whitepapers
Call recording and monitoring company Coordinated Systems Incorporated has totally overhauled its channels on TMCnet, adding a more intuitive design and resources aimed to help you in your quest for the right quality assurance platform.
Call recording and monitoring company Coordinated Systems Incorporated has totally overhauled its channels on TMCnet, adding a more intuitive design and resources aimed to help you in your quest for the right quality assurance platform.
In-Stat: Cloud Drives Small Business Telecom Spending
Cloud computing services are the largest growth engines for small business telecom spending, according to a new research from In-Stat.
Cloud computing services are the largest growth engines for small business telecom spending, according to a new research from In-Stat.
Q&A With CSI's Rich Marcia On Analytics
Analytics is one of the hottest subjects in enterprises because they turn data-and interactions--into meaningful and actionable intelligence. The more you know the sooner you know the quicker you can identify and capitalize on sales and cost reduction opportunities and get on top of customer service and support issues to ensure customer loyalty.
Analytics is one of the hottest subjects in enterprises because they turn data-and interactions--into meaningful and actionable intelligence. The more you know the sooner you know the quicker you can identify and capitalize on sales and cost reduction opportunities and get on top of customer service and support issues to ensure customer loyalty.
ShoreTel Awards Highest Recognitions to Transcend United Technologies
Transcend United Technologies has won the ShoreTel 2011 Circle of Excellence Award, the company has announced.
Transcend United Technologies has won the ShoreTel 2011 Circle of Excellence Award, the company has announced.
The Basics of Workforce Management Explained by Monet Software
According to a recent post on the Monet Software blog, Workforce management in a call center is "the art and science of having the right number of employees, with the right skills at the right times to meet accurately forecasted volumes of work and to do all that at a predetermined service level and minimized costs."
According to a recent post on the Monet Software blog, Workforce management in a call center is "the art and science of having the right number of employees, with the right skills at the right times to meet accurately forecasted volumes of work and to do all that at a predetermined service level and minimized costs."
Call Center Scheduling Benefits from Workforce Management
If you've ever been involved with the management of the call center then you understand that scheduling is a critical concern that directly relates to the effectiveness of your operation. In a 2010 survey by DMG, call center managers rated the most mission critical task that they set out to perform daily. The results found that chief among these concerns were the need to schedule phone and non-phone activity, the need to optimize the mix of full-time/part-time/flex workers, strategy to reduce poor agent adherence and the need to schedule multiple channels at once. This list makes it clear; staffing is at the crux of nearly every issue within the call center.
If you've ever been involved with the management of the call center then you understand that scheduling is a critical concern that directly relates to the effectiveness of your operation. In a 2010 survey by DMG, call center managers rated the most mission critical task that they set out to perform daily. The results found that chief among these concerns were the need to schedule phone and non-phone activity, the need to optimize the mix of full-time/part-time/flex workers, strategy to reduce poor agent adherence and the need to schedule multiple channels at once. This list makes it clear; staffing is at the crux of nearly every issue within the call center.
Call Monitoring NEWS
Phone Service Provider Convergia Offers IP PBX Business Phone Systems with Corporate Call Back
2/10/2012 5:02:07 PM
2/10/2012 5:02:07 PM
Phone Service Provider Convergia Offers New IP PBX Business Phone Systems with IP Extension Feature
2/10/2012 5:02:05 PM
2/10/2012 5:02:05 PM
TranSwitch Corporation Announces At-The-Market Issuance Program
2/10/2012 4:57:09 PM
2/10/2012 4:57:09 PM
Waters Corporation Presentation at the Leerink Swann 2012 Global Healthcare Conference to Be Webcast Live
2/10/2012 2:59:09 PM
2/10/2012 2:59:09 PM
AltiGen Communications Teams With Nexus Open Systems to Deploy AltiGen's UC Solutions for Microsoft(R) Lync(TM)
2/10/2012 1:31:57 PM
2/10/2012 1:31:57 PM
Apple Planned the iPad BEFORE the iPhone. Who knew?
2/10/2012 11:36:36 AM
2/10/2012 11:36:36 AM
FonAngle Adds High-quality IP Phones from Yealink to Its IP Phone Portfolio
2/10/2012 10:05:13 AM
2/10/2012 10:05:13 AM
Rebtel Surpasses 15 Million Users and 500 Million Calls
2/10/2012 9:32:01 AM
2/10/2012 9:32:01 AM