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Communications Recording

New Book OPTIMIZE Reveals 100+ Call Center Optimization Best Practices

I’m pleased to announce the publication of my new book OPTIMIZE: Workforce Optimization and Customer Engagement Best Practices.  Co-authored with industry analyst Dick Bucci from Pelorus Associates, the 130+ page guidebook is a compilation of hundreds of proven contact center optimization strategies, best practices, tips and tools. Contact center executives, managers and analysts will learn

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Call Center Recording: What Really Matters

Call center recording software can help or hinder our ability to effectively deal with pressures inherent to contact center communications. We operate in a labyrinth of complex laws, regulations and policies. Economic pressures complicate our ability to attract and retain quality employees. New caller demands for multi-channel communications introduce new technical complexities. To help you

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Call Recording Software Tops Desired Call Center Software Capabilities

Software Advice recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover behaviors and preferences of call center software buyers, identify their most common pain points and pinpoint the features they’re looking for. Key findings: A significant portion (46 percent) of buyers are buying call

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Complimentary New Resource Guide: Next Generation 9-1-1 Communications Recording and Quality Assurance – Are You Ready?

Can your current voice logging system handle NG9-1-1 communications? How effective is your dispatcher quality assurance call monitoring program? Public safety emergency communications have never been on the threshold of greater change than they are today. PSAPs, both large and small, are now preparing for Next Generation 9-1-1 to keep up with the rapidly evolving world of

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Telephone Call Recording Laws, Regulations and Best Practices for Ensuring Compliance: What You Need to Know to Avoid Costly Fines and Legal Fees

Do you record or plan to record your calls and/or desktop screen activity? Do your employees discuss sensitive information over the phone? If so, there are serious telephone call recording laws and phone call recording regulations that you need to be aware of. To avoid costly violations and ensure customer credibility, you need to become familiar

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