Voice recording has proven to be an effective tool in the call center industry to track interactions and agent performance. Beyond this area, voice recording offers beneficial applications for organizations throughout multiple industries. These benefits are examined in a new white paper from Teleformix (News - Alert), "Benefits and Advantages of Recording and Archiving Calls: Discussing the Value of Call Monitoring and Introducing the ECHO Digital Recording System."

This white paper begins by presenting the reader with strong arguments for implementing recording practices in industries such as marketing, finance, insurance, public service response and health care. The paper examines how ECHO offers a synchronized voice and screen recording that also includes quality monitoring and CRM that can be used beyond the call center.

Proper archiving of calls is as important as recording the call in the first place. Calls may need to be accessed at a later date to prove compliance, help to resolve disputes and can create a data mine of information. This data mine is extremely valuable to the organization as it can contain information regarding customer buying habits and preferences.

Some organizations have long taken the position that, because they are not a call center, there is no need to record calls. Teleformix, however, makes a compelling argument that this attitude is dangerous in light of the current trend toward regulation and litigation. Read this white paper for a better understanding of how voice recording and archiving can help your organization to start realizing the value of this practice.

Want to learn more about contact center recording? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

--------

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.