Reviewing call recordings to train call contact center employee and for compliance.

Top 4 Reasons Why Call Recording is Critical to Contact Center Success

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Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It’s a bit like the plumbing in your house. The pipes are laid when your house is built, and it’s always running in the background and powering appliances like your dishwasher, washing machine, etc., but you’re […]

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move to cloud

Moving to Cloud: A Must for Contact Centers

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Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated.  Cloud has matured far beyond its early beginnings nearly 2 decades ago. But while the underpinning technology has been well […]

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With contact center compliance getting more difficult, contact center managers seek solutions.

Avoiding the Mounting Contact Center Compliance Squeeze

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Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources. Luckily, call center analytics software can help alleviate much of these compliance […]

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millennial specialty insurance

Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

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As Americans continue to re-think the whole question of owning versus renting their homes, the percentages of those who are choosing to rent is surging—across all regions and demographic groups. For Millennial Specialty Insurance (MSI), this definitely a case of being in the right place at the right time. Working with agent-partners rather than direct-to-consumer, […]

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first call resolution guide

9 Secrets to Improving First Call Resolution

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One of the most important statistics a contact center can measure is FCR or first call resolution (Note: with the expansion of communication channels like chat, email, text, and social media, FCR might be better described as first contact resolution). That’s the rate that examines whether or not a customer had his or her issue solved on the […]

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speech analytics

5 Reasons Why Your Contact Center Needs Speech Analytics

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Understanding customers’ needs would be much simpler with access to a fortune teller’s mystical crystal ball. Unfortunately, in the real world there are no shortcuts to this type of enlightenment. Or are there? Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. This […]

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Speech Analytics vs. Word Spotting

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Speech analytics is a hot topic in the contact center market.  Many of our peers in the industry – clients, prospects, and business partners – come to us looking for information on this exciting new technology.  They are interested in call recording, but they want to use speech analytics in their quality monitoring program to quickly […]

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Why Contact Centers Shouldn’t Record Calls (Part 2)

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In part one of this series, we explored reasons to record your calls. This included quality management and various industry regulation. In part two of this series will explore reasons not to record your calls, specifically state laws regarding two-party notification. We will also discuss ways to keep your recorder compliant. State Recording Laws Recent […]

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Why Contact Centers Need Call Recording (Part 1)

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If there are reasons you should not record your calls, why is everyone doing it? The answer is easy. There are many good reasons to record your calls. For some it’s not a matter of choice – industry regulations mandate that they record some or all of their customer transactions. For other companies call recording […]

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