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.

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 include 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 complimentary software and best practices for agent management.  In addition to a visual overhaul CSI’s has also penned two new whitepapers that offer in-depth analysis on the contact center industry and seek to offer pertinent commentary on the strategies required to excel within them.

The first whitepaper, “Benefits of Call Recording & Call Recording for a Call Center”, outline why your call center should be utilizing speech analytics in its overall strategy. According to an excerpt from the resource, “Having the ability to quickly find a call using simple keyword search would certainly be an advantage to any organization.”

The second whitepaper “Investing the value in Integrated Speech Analytics” drills down on what companies can expect when they utilize this technology. This paper is important because it dispels the assumption that, “That the technology is too expensive, too immature and only reserved for the fortune 500. All three of those perceptions are no longer valid.”

Technology moves quickly and we’ll be outlining all the changed that affect you and your call center right here. Keep an eye on the call recording and call monitoring channels as we drill down on what’s happening in the industry moving forward.

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