Call recording and quality monitoring vendor Coordinated Systems Incorporated has overhauled its channels on TMCnet, adding a more intuitive design and resources aimed to help companies learn and understand the benefits of call recording for quality assurance purposes.

CSI (News - Alert) specializes in software that strengthens your call center by providing a window on your agents’ behavior. The company’s primary offering, Virtual Observer's has a core feature set that includes all of the components necessary to help your call center reach performance targets and turn your recorded calls into valuable assets.

For the past three years the Call Recording Channel has been a resource for the contact center community, offering information on recording technologies as well as other tools which compliment them. The call monitoring channel offers best practices for agent performance improvement, including new whitepapers that offer comprehensive insights into call monitoring and speech analytics.

The first whitepaper, “Benefits of Call Recording & Call Recording for a Call Center”, outlines the many ways a call recording system can be leveraged for quality assurance and improvement. The whitepaper touches on many quality assurance initiatives, including improving agent performance from an angle of self-empowerment.

The second whitepaper presents “Investing the value in Integrated Speech Analytics”, an introductory look at some of the immediate gains provided with a speech analytics implementation. According to an excerpt from the resource, “Speech Analytics begins with the ability to have the system do the listening for you,” and the benefits accelerate from there.

These whitepapers are extremely useful as educational tools for teams who are considering new contact center technologies, as well as for teams who are currently re-evaluating their current solutions. The papers don’t get into the economics of the situation other than the tremendous value in call recording and call monitoring.

Keep an eye on the call recording and call monitoring channels as we continue to focus on the industry as a whole, with a focus on the technologies call centers use to improve agent performance and break down barriers of what is possible for companies of all sizes to achieve in their centers from a customer experience standpoint.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Stefanie Mosca