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IP Call Recording

Repeat Calls? How to Measure First Contact Resolution More Accurately

One of the best things we can do for our customers and for our company when providing customer support is answering their questions and fixing their problems the first time they call in. The First Contact Resolution (FCR) rate is the home run of contact center statistics. It is the single key performance indicator (KPI)

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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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How to Select a Voice Logging Recorder: Top 6 Key Considerations

Voice logging recorder systems can help or hinder our ability to effectively deal with pressures inherent to emergency communications. We operate in a labyrinth of complex laws and regulations. Economic pressures complicate our ability to attract and retain quality call takers and dispatchers. Emerging Next Generation 9-1-1 (NG9-1-1) standards hold a promise of matching emergency services with

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Speakerbus and VPI Strengthen Partnership with Successful Interoperability Certification of VPI EMPOWER Call Recording with Speakerbus’ iTurret

Speakerbus (http://www.speakerbus.com), a leading supplier of voice collaboration solutions for the financial and command and control markets, and VPI (Voice Print International,http://www.VPI-corp.com), a global leader in compliance recording and workforce optimization software solutions today announced that they have advanced their strategic partnership. Leveraging decades of experience and expertise, the two companies have united their first-class

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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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All I Want for Christmas is PCI Compliant Call Recording

Ahead of this year’s holiday season, consumers charged more to their credit cards for second straight month. Robust holiday spending is driving the speculation that U.S. consumers are shifting their use of credit and debit toward credit. Early spending patterns do suggest that total credit card spending is increasing, as it has all year. Worldwide, consumers carry more

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VoIP Call Recording Software for Today’s World of Multimedia Communications

VoIP call recording software has finally come of age, offering the same advanced level of functionality and reliability as traditional recording systems. Organizations across the globe have recognized the tremendous benefits of VoIP communications and IP call recording software. New IP Communications platforms allow organizations to flatten, consolidate and extend their communications architecture. VoIP communications

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