Call Recording Featured Articles
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.
Public Sector Poised to Use More BPO for Services
Business process outsourcing (BPO) is the kind of outsourcing where business operations and functions are sent out to a third-party service provider. It is divided between back office outsourcing, such as accounting, and front office outsourcing, which includes contact centers.
Call Recording Helps Speech Analytics Continue to Evolve
The unified experience in the contact center is quite different today than it was just five years ago. Thanks to the acquisition of Aurix by Avaya in 2011, speech analytics became a part of the contact center and unified communications solutions offered by Avaya. With a number of companies adding call recording to the mix, being able to search archived recordings according to spoken text streamlines processes across the board.
Improved Customer Experience One of the Biggest Reasons for WFO, Study Finds
Consumers have more choice than ever when it comes to the products and services they use thanks to the Internet. Through social media, consumers also are shaping the buying decisions of their peers more than ever. Both these trends place increasing importance on businesses delivering a good customer experience.
How Call Recording Can Benefit the BPO Partnership
The activities that take place in the back-office often get ignored by the flashier side of the business. What tends to be forgotten, however, is this back-office is often the driving force behind revenue generation for the entire company. The activities that take place, known as Business Process Outsourcing (BPO) when contracted with a third partner, could benefit from call recording.
Cloud-based Contact Center Services Offer Unique Opportunities for Vendors
Organizations are looking for tightly integrated offerings, and the cloud offers an ideal solution for many enterprises. Cloud contact center vendors typically include common administration and reporting abilities in their solutions along with speedy upgrades and interoperability with a variety of other solutions. That means users may integrate their customer-related data with call recordings to better monitor their agents' performance as well as provide a better overall customer experience.
Call Recording: A Valuable Tool for Creating a Customer-Centric Culture
One of the most common complaints heard around the world involves poor customer service or some type of negative customer interaction. It's a universal woe, and new research from the Chief Marketing Officer (CMO) Council and SAP shows that a majority of organizations are falling short of the mark when it comes to listening to and responding effectively to their customers.
Interactive Monitoring of Outsourced Call Center Agents Offers a Host of Benefits
Outsourced call centers can be a winning proposition for many companies, enabling a geographically dispersed workforce at a low price point. Monitoring and call recording in these types of contact centers is critical to maintaining quality control and ensuring customer service levels are being met. But monitoring serves several other important purposes that many businesses may not even be aware of when they are setting up systems and solutions.
A Strong Analytics Presence Benefits Every Department of an Organization
Companies today spend a great deal of time and money to try and build customer loyalty. Whether they succeed or not depends greatly on how their loyalty programs are crafted, but it also depends a great deal on effectively monitoring those loyalty efforts to determine what's working and what isn't.
As More Small Businesses Move to VoIP, Call Recording Solutions Providers Must Respond
While larger enterprises have for some time been moving toward replacing their traditional phone systems with voice over IP (VoIP) to save money and increase flexibility and feature sets, the trend has now taken the small business sector by storm. According to a recent report by software company Software Advice, small businesses are increasingly shifting toward VoIP solutions.
Vendors Need to Understand the Hybrid VAR
We all know value-added resellers (VARs). With the rise of the cloud, however, many vendors and business may not be as familiar with hybrid VARs. These VARs are value-added resellers that have come of age in the cloud era and never actually sold a piece of hardware. They are strictly cloud-based, which is another way to say that they are strictly solution-oriented.
Call Recording Can Make Call Monitoring Work Better, More Efficiently
Maintaining quality is critical in every aspect of a company's operation, but in few areas is it more important than in the call center. The reason is simple: It is often the initial customer "touch point"--that is, one of the first areas of a business with which a customer makes contact.
Healthcare Workforce Management Systems Market Likely to See Major Jump
The global healthcare workforce management systems market is predicted to jump from $761.7 million at the end of this year to $1,453.8 million by 2019. MarketsandMarkets projects in a new report that the increase represents a compound annual growth rate (CAGR) of 13.8 percent between 2014 and 2019.
Growth in Global BPO Reflects Small Companies' Desire to Succeed Like Large Companies
Nowadays, more and more companies are examining their internal processes and taking stock of what's worth their time and what's not. Functions such as software development and coding, call center services, back-office functions such as billing and accounting, research and development and many more operations are often a drain on a company's resources, both human and financial. This is probably why the global business process outsourcing industry (BPO) is booming.
Businesses Demonstrating Employee Growth Will Need Effective Workforce Optimization
Survey results from Insperity Inc. reveal that more small businesses, despite a shaky economy, are looking to ramp up their employee numbers. While the number of respondents isn't groundbreaking (41 percent), this demonstrates better confidence than April's count (39 percent).
Hosted Call Center Providers Make it Easy to Integrate Call Recording
With any business interaction, whether it be a customer service call or a first time call with a prospective client, it is vital to have a record of said conversation. Hosted call center providers keep records of all interactions with customers, especially call recordings-and they have slew of ways to do so.
Focus on Business Climate, Culture for Improved Customer Service
One of the common problems for BPOs and large contact centers is that the divisions and departments can get so focused on their particular specialization or area of expertise that they forget the bigger picture, losing sight of the role they play in achieving high quality customer satisfaction. This lack of focus on the real priorities can lead to competition between departments, which might seem healthy, but ultimately results in expenditures of resources that do not coincide with improving the service for customers.
Why Call Recording is More Than Just a Customer Service Tool
It's no secret that when departments work well together, the overall health of the company benefits. There are myriad tools to ensure that collaboration is consistent, and technology has certainly brought us into a new era of making things work. The obvious choices for productivity are online project management software solutions, collaboration applications, and even advanced telecommunications systems. So, when we think of call recording, would it be too far fetched of an idea to say that yes, it, too helps in departments beyond customer service?
The Dos and Don'ts of Quality Monitoring with Call Recording
Quality is an important focus for companies wanting to set themselves apart from the competition. Whether you need to focus on the quality of your products, the quality of interactions or the quality of your service, the point is to understand the perception of the customer on the other end of the line. To do so, it's time to improve your call recording for quality monitoring.
Better Customer Service Through Your Website? You Bet
The term "customer service" usually conjures up the image of a customer calling into a call center, dealing with an agent, and going about their merry way, but we're living in very different times today. Customer service is no longer exclusive to the telephone and call center agent. Nowadays, the customer experience is measured by all the ways in which businesses use today's technologies to offer help to those who patron their businesses.
Why Call Recording Can and Should Be Used Across All Platforms
It's not new news that we live in the digital age. We no longer pen a letter or pick up our wired phones to talk to people and businesses. Nowadays, we have the privilege of using multiple platforms to reach out. In fact, 74 percent of customers now use at least three channels when interacting with an enterprise brand or organization for customer-related issues, according to a recent Ovum study of more than 8,000 consumers.
Workforce Optimization Essential for Hosted Contact Center Vendors
Hosted contact center vendors today should provide customers with workforce management and optimization solution options.
Business Partners See Added Value with Call Recording App Integrations
The world of call recording seems simple enough - the call center agent simply hits a button when the call begins to ensure all information is accurately captured. Even better, the technology is in place to automatically start recording when the call is connected. The call center captures the information it needs and the agent goes on to the next call.
Call Recording Can Improve Marketing for PBX Vendors
While many have already taken advantage of the technology, there are still some PBX vendors out there that may not realize call recording solutions can improve their marketing campaigns.
Call Recording Offers Major Benefits for Hosted Contact Centers and Remote Workers
The hosted contact center market is growing by leaps and bounds, driven by efficiencies, cost savings and the ability to support a geographically dispersed remote workforce. IDC put spending on hosted center services at $1.1 billion last year, and that number is expected to jump to $2 billion by 2018.
Why Call Recording is Not a One-Size-Fits-All Solution
The use of call recording is a powerful tool to monitor activities, protect the organization in dispute resolution and train employees in the right way to handle processes. While it seems pretty cut and dry, each industry actually uses call recording in a different way, and it would behoove BPOs offering call recording services to keep this in mind. Within different industries, there are also specific needs, putting more focus on the reality that one size does not fit all.
Add Social Media to Call Recording to Get a Complete Picture of the Customer Experience
Most contact centers are under a mandate to meet certain customer satisfaction expectations. Before you can meet expectations, however, you first need to measure them. (The old saying that "if you can't measure it, you can't manage it" applies here.) In the contact center, measuring customer satisfaction tends to be one more chore that managers have to do, so it often gets short-shrift, and far too many companies are assuming their customer satisfaction is far higher than it is.
3 Ways Big Data Can Help Contact Center Outsourcers Drive Value
The contact center has all the makings of a perfect source for big data, and contact center outsourcers are beginning to see the potential.
BPOs Can Measure Call Center Success with First Call Resolution
One of the most commonly used metrics for contact center success, the average handle time (AHT), pays attention to the surface economics of the contact center. But it ignores the deeper purpose of the contact center and related measures of success-something business process outsourcers (BPOs) should be paying attention to, in order to improve the productivity of their services.
Beefing Up Contact Center Solutions: The Importance of Partnering
As the centrality of contact centers to enhancing the customer experience continues to grow, if you are a solutions provider it is becoming increasingly apparent that having the right partners to fill out the toolkit needed to capture customer attention is critical.
How Teleservices Firms Benefit by Adding Voice Biometrics to Call Recording Initiatives
If you could record all calls that come into your office, what would you do with that information? If you're working in the contact center environment, or you're a teleservices firm that supports those who do, this may already be happening so you can demonstrate compliance and advance your training efforts. But did you know call recording can lend value, especially when combined with voice biometrics as a service?
CRM and Call Recording Help Businesses Connect with Customers
I was ready to quit Zipcar, the car rental service that lets customers borrow cars on an hourly basis. I just didn't use the service enough to warrant the annual fee, and I called with my mind made up to cancel the service.
4 Ways Call Recording Optimizes Your BPO
In the customer service arena, you would be hard pressed to find an organization that isn't monitoring calls for quality assurance or training purposes though third-party services. Some do it to keep internal performance high, while others do it to ensure compliance with industry regulations. Regardless of the motivation, have you explored how call recording can boost your organization and optimize your business process outsourcing (BPO)?
Teleservices Firms Benefit from the VoC Captured in Their Call Recordings
In the teleservices sector, there has been talk about the importance of the customer voice. While some may assume it simply means the customer needs an opportunity to be heard, it actually means more than that. Yes, the customer wants to be heard, but teleservice companies need to realize just how much information is shared in that voice that can benefit their efforts to lead the market. With call recording in place, they can better capture that voice and that information.
Call Recording and Analytics Point the Way to Modern Workforce Assessment
It is one thing to talk about behavior, or even to test it with a scorecard. It is another level entirely to capture actual interactions with call recording and use them for the purpose of evaluation; there's nothing like evaluating someone in the field.
How Call Recording Improves the Call Center Experience
The idea of recording a call is not a new concept in the call center environment. Companies have relied on this method for years to ensure they were following the rules, capturing necessary information, verifying quality of the interaction and for training purposes. While all of these things are solid benefits, they only scratch the surface of what call recording is offering in this environment today.
Call Recording Has Role to Play in Improving Customer Experience
Call recording benefits not only the business implementing it, but also the overall customer experience.
CSI Intros WFO as a Service with Better Options for Customers
In call center culture, workforce optimization (WFO) is a common denominator across the board, encompassing all the necessary functionalities as an integrated contact center tool: call recording, quality monitoring, speech analytics, desktop analytics, an agent portal for e-learning as well as workforce management. Call centers need to properly forecast and schedule their staff while maintaining service levels and keeping costs in check. WFO, for its part, has come a long way with cloud computing technology now one of the biggest movers in the space.
Why You Need Call Recording in Your Workforce Management
The dynamics within the contact center create opportunities and challenges for those involved. For some, answering the call to find a frustrated customer on the other end of the line is just the challenge they want on a busy day. For others, they want to try and figure out how best to juggle multiple requests across multiple channels. It's a juggling act that requires both workforce management and call recording.
How Can Call Recording Data Be Used Effectively?
As anyone who's called into a contact center may know, call recording technology provides customers with an outlet to give feedback, both positive and negative, as well as a way to have it "on the record"-so to speak. By having this information recorded and stored, managers can analyze the data for future products, services and overall performance analytics. But how can this information be used effectively?
Contact Center Providers Should Offer Engagement at Both Ends of the Phone
Engagement: It is a word that pundits are using a lot these days to describe the new way of doing business. Offering a product or service, and having employees clock in and out of work, is not enough. Customers need to interact with a brand, and employees need to be energized at work.
Help Your Contact Center Clients Gain the Most from Call Recording
Contact centers all have the same goal; to ensure calls are handled swiftly, efficiently and in the best manner possible. The quicker and friendlier an agent can handle a call, the happier the customer will be, which means repeat business and a stellar reputation. Call recording vendors: are you selling this idea to your customers?
Why Cloud Vendors Must Offer Call Recording
For those business leaders who have paid attention to the buzz of the last few years, cloud computing is a beneficial business strategy to streamline operations and cut costs. The challenge for some, however, is deciding what to migrate to the cloud and what to keep in-house. For those who have opted to embrace cloud communications, there's an opportunity to also incorporate call recording - as long as a vendor offers the feature.
CRM and Call Recording are Natural Partners
Customer relations management software (CRM) is doing good business at the moment. The global CRM market is now worth $20.5 billion, according to Gartner, and the market share of the top five CRM vendors grew 9.9 percent year-over-year to reach $10.2 billion.
How Call Recording Helps You Avoid Playing Favorites
We say we don't have favorites among our children, but the reality is there are some we like a little more than others on any given day. The same is true for the employee base. When employees recognize where your loyalties lie, however, they can quickly find the realization demoralizing. It doesn't mean you shouldn't recognize good work; it simply means you need to be doing it on an even playing field.
How Do Contact Centers Measure the Customer Experience?
Feedback is essential to the success of any business, yet too many of call centers and hosted contact center vendors fail to ask for this valuable information. They get too bogged down with business as usual and forget to ask the opinions of those who matter most - the customers. At the end of the day, if these companies are not measuring the customer experience, how will we effectively drive future revenue?
CSI Offers Workforce Optimization in the Cloud
For hosted contact center vendors, the cloud-based workforce optimization software provides a robust and scalable web-based solution that enables the ability to score calls or send targeted training material to staff easily. It also delivers screen capture and live screen and webcam monitoring, and offers the full suite of features that businesses have come to expect from the company.
Hone Customer Service with Call Recording, Lead Tracking
Filling vacancies is one of the prime concerns for every self-storage manager. Self-storage is a profitable business when all storage units are full and money comes in each month, but empty units mean profit loss.
How Smartphones Changed Call Recording
The consumer has gone mobile, adopting the smartphone in droves and demanding access to the latest in connected technology. We not only want to send a quick message, we also want to access calendars, send emails and even login to the corporate network on the go. For the call center, this means call recording has to take a look at newer technologies and what they mean for performance.
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.
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.
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.
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).
Keep Standards High with Call Recording in the Contact Center
I just got off the phone with my healthcare insurance provider-the third such call this week. While insurance often can be a frustration, what made it particularly aggravating was that I kept getting different answers to the same questions. What one agent told me on the phone was directly contradicted by the next.
Call Tracking, Like Call Recording, Can Uncover Answers to Common Business Questions
Businesses thrive on their revenue streams, but the revenue doesn't just come from nowhere. If it's a service or a product, no matter what you do, your revenue counts on the customer.
Call Recording Platforms for Every Type of Office
Today's contact centers have to deal with many compliance issues and regulations that require them to record the interaction with their customers. This recording ensures proper guidelines have been followed and the end-user has been notified of any relevant information regarding the product and services offered by the organization.
Call Recording: Customer Service Evaluation Made Easy
Talking to customer service representatives has become an integral part of our lives. Hundreds of thousands of people reach out to customer service representatives of different companies for a host of problems and questions. Unfortunately, not all experiences are positive for the customer. If customer service isn't at its best, sometimes customers leave feeling annoyed or frustrated. As a result, these customers with poor experiences tend to judge customer service representatives negatively, and may not return to do business with that company in the future.
Speech Analytics: Massive Growth by 2019, Impacts Call Recording Now
According to recent analysis from research group Markets and Markets, speech analytics is expected to grow from $456 million in 2014 to $1.33 billion in 2019, with North America anticipated to take the top spot when it comes to revenue generation. Other markets, such as Middle East and Africa (MEA), Latin America (LA), and Asia-Pacific (APAC) are also expected to see an increase in market power, with impressive compound annual growth rates (CAGRs).
So Many Technologies, and Which to Prioritize?
It is an understatement to say that we are awash in technology. With the Internet and increasing globalization, the pace of innovation is moving faster than ever. This is throwing a bunch of different technological tools at us, some that can improve our business and some that are interesting but not actually worth the effort.
How Call Recording and Crowdsourcing Can Work Together
When companies crowdsource ideas, they do a whole lot more than just collect half-baked ideas from customers. Not only do end-users tend to have some of the best opinions on how to actually improve the use of products, but they also increase brand loyalty and recognition in customers, since they believe that the company really has their interests at heart.
5 Frequently Overlooked Call Recording Considerations
Not all call recording systems are created equal. Contact center managers who think that the only requirement for call recording software is the ability to record every call should think again.
What to Look for When Selecting Call Recording Software
A call recording is a call recording, right?
Wrong. Recording calls within the contact center is just the beginning. Having a recording is only one piece of a larger effort to use call recording as an effective contact center tool. Recording matters little if the conversations recorded are not useful.
Call Recording as a Tool for Workforce Motivation
At the heart of every business lies the most critical asset: the workforce. Not only is it essential to staff offices with the best matched talent for what your business does, but managers must also continuously find ways to keep employees motivated and doing their best for the health and wealth of the company.
Call Recording Benefits Agents in Subtle but Real Ways
With the advent of speech analytics and its application to call recording technology, some companies are finding a richer, more beneficial use of call recording, particularly as they increasingly make use of cloud-based call recording solutions that are easier to maintain. By running 100 percent of calls through speech analytics, companies can find hidden inefficiencies and step up their cultivation of best practices.
Consider Speech Analytics, Call Recording to Measure Your Agents' Performance
Ask the typical contact center manager how his agents are performing and you're likely to get a positive answer. After all, these professionals - like many others - are trained to provide the positive response regardless of the question. If they give the same answer too often, however, they may forget to look a little closer and measure just how effective their agents are while on a call. Fortunately, they can rely on call recording.
Customer Agents are the Most Important Marketers for a Brand
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.
Improving the Customer Experience: Make Your Website Count
Coordinated Systems, Inc. (CSI), a call recording and WFO solutions vendor based out of East Hartford, Conn., recently unveiled the fifth iteration of its website to accommodate devices of all shapes, makes, and sizes.
Call Recording Can Help Identify Contact Center Weaknesses
If you travel by air consistently for work and you live in the Midwest or on the East coast, this winter has proven to be extremely frustrating. Ice, snow and blizzard-like conditions have caused a number of cancellations, delays and unhappy customers. For the airline contact center, it's the perfect test for current processes and call recording can play a part.
Call Recording Helps Contact Centers Manage Mobile and the Channel Explosion
We don't just talk to our friends and family through a single communications channel. Definitely not. No, we Facebook chat, email, call, text, video conference-and we might even see them in person.
Linking Analytics, Call Recording to CRM Can Boost Customer Engagement
While the global CRM industry continues to grow - analyst group Gartner has that sector pegged to outpace any other type of enterprise solution, including ERP and business intelligence in terms of sheer growth numbers - there are a number of drivers contributing to the phenomenal uptake of the technology.
Emerging Tech and Call Recording Lead to Business Goals
The year 2013 was a good one for enterprises in regards to cloud computing, in addition to value-added services that could meet or exceed the needs of these businesses. But what drove these decisions?
Virtual Observer Delivers on Enterprise Call Recording, WFO
Managing companies on the enterprise level requires services scaled to meet their needs. When enterprises are looking for a call recording or WFO solution, there is a lot to consider.
Are You Getting the Right Value from Call Recording?
The art of call recording brings so much more value to the organization than simply capturing a conversation. Unfortunately, too many call centers rely on call recording as a crutch and fail to leverage all capabilities or drill down on the data.
The Secret Weapon: Call Recording Goes Beyond Customer Feedback
From the customer side of things, it's common knowledge that call recording is something companies use as a means for monitoring and quality assurance to make sure the customer experience is up to snuff. But from the business side of operations, call recording does so much more.
Call Recording is Changing: Are You Up for the Ride?
Call recording has long been a staple in industries where capturing data is critical for protection and compliance. For a number of companies, this information was once captured through analog technology and listened to through manual processes.
Why Do You Need Call Recording for a Growing Mobile Workforce?
The fact that mobile has become more than just a convenience is an understatement. As consumers and professionals, we have embraced access to real-time connectivity, data, entertainment and applications regardless of time or location.
Gamification Proves to be a One-Way Ticket to Employee Engagement
There is an adage in the contact center industry (or if there isn't, there should be). It goes like this: "happy contact center employees make for happy customers." In other words, before you can achieve true customer engagement, you need to achieve employee engagement.
Do Workforce Management and Call Recording Make Sense for Mobile?
Working in the traditional office has shifted from the norm to the occasional. More often than not, professionals are finding that they need to be in the field, meeting with customers on their own turf. When this happens, mobility support is critical.
Agents Cannot Listen To Customers All the Time, But Call Recording Can
There is an old adage in the customer service industry that it costs far more to attract a new customer than it does to retain an existing one. While it's true - it has been proven so many times - many companies still don't seem to "get" this. They have high customer churn rates, and they shrug them off as inevitable.
Speech Recognition and Call Recording Offer Significant Potential in Healthcare
Using our voices to interact with companies isn't new to most of us. While speech technology has been boosting the options for self-service in customer care or call routing for a long time, there are other industries adopting the technology in new and progressive ways.
Think Smart When It Comes to Workforce Management
Every company tracks its employees in some form to ensure that they meet objectives and function as good employees. But not every company is smart about how they track employees.
Benefits to Call Recording on Your Mobile Device
The shift toward mobility offers a few new options where call recording is much easier to accomplish. Then again, there are a lot of things easier on a mobile device thanks to apps readily available and often free for the download.
Why Mobile Quality Matters for Call Recording
The world has gone mobile. Even in countries where reliable telecom infrastructure is out of reach, mobile phones proliferate. The challenge is that there is still no consistent call quality experience across all devices, networks and providers.
Listen to Your Customers' Voices, or Someone Else Will
While we know that, in theory, it's the contact center's job to listen to customers - after all, we can't solve their problems if we don't listen to what those problem are - the truth of the matter is that many contact centers do as little listening as possible.
5 Call Recording Solution Features You Probably Didn't Know Existed
These days, most contact centers and many businesses employ call recording solutions. There are some obvious benefits, such as accountability, quality assurance, the ability to verify compliance with call center regulations, and so on. But, there are some features woven into call recording solutions that businesses considering such software may not be aware of and would benefit from.
Workforce Optimization is About More Than Scheduling
While the phrase "workforce optimization" tends to get used interchangeably with "workforce management," it's important to remember that the former does have advantages over the latter.
Top 5 Agent Behaviors a Call-Recording Solution Can Correct
Training call center agents shouldn't stop once they've started the job-it's an ongoing process of learning, which can be greatly enhanced by call recording software.
Back to Basics: Why All Businesses Need Call Recording
In a lot of businesses-especially those that do a lot of transactions by phone-it can be easy to make mistakes on customer orders. The wrong size, color, even the wrong item entirely may get shipped out, and that can be a disaster, particularly around the holidays.
Are You Using Call Recording in Your Workforce Management Efforts?
Managing a productive workforce is contact center management 101. These professionals are expected to deploy specific tools and applications to ensure agents perform as expected and meet certain goals.
4 Basics to Improving the Effectiveness of Quality Monitoring
It's well known that call recording can benefit a contact center in a number of ways. One of these is regulatory compliance, an increasingly important reality for contact centers, to be sure, but also a very straightforward aspect to rectify.
Best Practices for First-Call Resolution
Which metrics a contact center tracks are personal to its own operations. Depending on its business and industry, success might be measured in different ways.
10 Phone Alternatives for the Contact Center
For any contact center, communicating with customers is a mighty task, and one that involves a lot of factors - how quickly a customer can get in touch with an agent, how effectively a customer's question can be answered, how well the customer's problem can be solved, how knowledgeable and helpful the agent is… and the list goes on. With so much to consider, it's easy for contact centers to forget about the very first step in the whole process, and arguably one of the most important: how the customer reaches out. While communication by phone has always been the standard, technology has opened up all kinds of new avenues. Many of these new methods are easier to use and more affordable for companies to integrate than they think.
Best of Breed Often Trumps Single Vendor Advantages
One of the oldest but most enduring questions in computing is whether to buy an integrated system or choose best of breed.
The Future is for Businesses That Heed the Customer
It is no newsflash that business has changed a lot since the Internet revolution began-and that it is still changing.
One of the biggest changes is the role of good customer service.
Call Recording Shoots for the Cloud: Q&A with CSI's Rich Marcia
In the world of contact centers, the customer experience is key to doing good business. Workforce optimization suites are designed to make the jobs of contact center agents more intuitive and streamlined, getting the customer to the right person and desired resolution without having to jump through hurdles, repeat information, or wait on hold for long periods of time. Call recording plays a big role in successful workforce optimization packages, as it can assist contact centers with agent training, reliably record calls for company records, serve as a tool to hold callers and agents accountable, and more.
Voice of the Customer Brings Back True Customer Feedback
There was a time when business didn't require third-party customer satisfaction surveys, direct mail pieces and guessing at customer behavior based on sales figures. In an earlier iteration of business, all businesses needed to do was listen to the customers in their stores.
CSI Adds Webcam Monitoring to Its Suite of Services
When you're on the phone with someone, do you ever get the feeling that the person on the other end isn't paying complete attention? Maybe watching TV or playing on the computer at the same time? It's one thing to have a friend or family member pull such a stunt, but what if it's someone you expect to be professional and attentive, such as a call center agent?
- 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.