Banks are Using Voiceprinting Technology to Fight Against Fraudsters
Call recording has been a common practice within the banking industry for years, but banks are now using the technology in a new way that may have some legal and privacy advocates concerned. Today, in order to fight bank fraud, banks are using new voiceprinting tools to record the biometric data provided by customers' voices.
How Call Recording Can Boost the Value of RPO
Outsourcing is gaining much attention as of late, as companies recognize the value of paying an expert to do something they would rather not handle in house. From call center customer service support to IT to human resource (HR) management, companies are finding the benefits outweigh the risks when outsourcing is in the mix.
Report: Mobile Phone Recording Can Boost Profits
Financial service organizations need to record and archive mobile phone calls under requirements by way of the Dodd Frank Act, and while that may seem like a hindrance to some, a new white paper from Ovum says that call recording can actually do good in terms of staying secure and getting a leg up on the competition.
Leveraging Employees' Soft Skills with Call Recording
Hiring for the soft skills - it's a challenge in the contact center as those with the necessary talents to handle all variety of interactions may lack a few of the other characteristics that make for a quality agent. The multitasker may leave the positive attitude at home and the individual who knows how to calm even the angriest of customers may not have the flexibility necessary to adjust schedules as needed.
Top 10 Ways To Boost Contact Center Agent Performance
This white paper touches on the ways your contact center can improve agent performance by using a call recording and quality monitoring solution. Improving agent performance has many benefits, including creating a healthy work environment, where teams of agents can collectively strive to achieve common goals. It also makes sense that improved agent performance will also yield an improved customer experience.
Benefits of Call Recording & Call Monitoring for a Call Center
This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team's superstars, and ultimately, maximize your center's opportunities creating an environment of stellar customer service.