Call recording solutions are essential to the proper management of a call center team. Effectively using a call recording utility allows you to hold agents accountable and track their progress over the length of their careers. As heavier reliance on the home based agents becomes the norm in customer service, call recording solution that allows you to monitor multiple diffuse workers has become even more essential. Used in conjunction with desktop monitoring, hosted call recording solutions allow managers to be just as involved in the work of home agents as those they share office space with.
At this year’s Call Center week, CTI (News - Alert) group’s Sid Rao said, “IP telephony was the barrier to get home agents to work from home previously because it required them to make sure they had all the equipment. Now that you have a nice hosted service you can do those home agents type setups without much issue. Before you had to guarantee voice data and phone on top of home agent behaviors, but the technology now really doesn’t have the same problems.” ...Read More
