Call Recording & WFO Solutions for PBX VENDORS
Call Recording & WFO Solutions for HOSTED VoIP VENDORS
Call Recording & WFO Solutions for CALL CENTER OUTSOURCERS
Call Recording & WFO Solutions for BPOs

Call Recording Featured Articles

  • 4 Customer Service Mistakes to Avoid with Call Recording
    Treating the customer right is a task that should come easily, but it's more complicated that it appears. Answering the phone with a smile, providing prompt service and finishing the call with a happy customer all sound like a great outline to follow, but unexpected turns can pop up when the call is in progress. If you've found your staff making mistakes in creating this ideal experience, call recording can help you shore up your guidelines to produce better outcomes.
    4/16/2014
  • Pay-Per-Call Advertising Reaps Large Rewards When Used Correctly
    Many sales organizations today rely on heavily on the telephone for a number of reasons: to gain and qualify leads, to close sales, to gather data via call recording, to support existing customers and to win back old ones. Given that the telephone is so important to the prosperity of many businesses, it's not a wonder that more and more organizations are seeking to ensure their telephone usage is as cost-efficient and effective as possible.
    4/16/2014
  • Does Your Call Recording Go Mobile?
    The customer experience can mean different things to different people - which is part of the problem for many a call center. Without a clear understanding of what your customers want, how can you deliver the experience they expect? One of the best methods to improve your knowledge is to implement call recording.
    4/11/2014
  • Call Recording and the Evolution of Interaction Recording
    Contact centers have used call recording for years for various purposes and to various degrees. In decades past, call recording was used sparingly to capture a few interactions a year for each agent, so that agents could be coached and trained where there were weak spots, or rewarded for strong performance. Many managers used recording-on-demand to record problematic calls (though these recordings often began partway through the call).
    4/11/2014

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Virtual Observer WFO: Training to Optimization

Featured Whitepapers

  • Creating Accurate Forecasts in Enterprise Workforce Management
    Social networks have changed business. This goes without saying. But what social networks also have done is highlight the fundamental importance of the customer experience when it comes to product and brand marketing.
  • 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.