Best of Call Recording 2014

Call centers may be contact centers now, but surveys show that the majority of customer first-contacts with any company are still via telephone. How those calls are handled is critical to a company’s success. Call recording is one of the best ways to make certain that your agents are handling calls quickly, efficiently, politely, and within the guidelines of your business. This is software that should play a key role in how a contact center meets its customer service goals and how well agents perform their duties. We have discussed the finer points of call recording throughout 2014. Here are some of our more popular posts on the subject.

1. Is Your Contact Center PCI Compliant?

Call recording security measures must be made in accordance with the Payment Card Industry Data Security Standard (PCI DSS). These rules encompass privacy, access control and network security.

2. Why Record Customer Calls?

An OrecX blog post details the many ways in which contact centers use recorded calls, and how it improves both customer service and agent performance.

3. Does your Call Recording System Provide Quality Monitoring?

Call recording software without integrated quality monitoring is like buying a Ferrari and never going faster than 30 mph – you’re not making the most of the technology at your disposal.

4. Cost Comparison of Call Center Recording Software

While there are a number of ways to compare and contrast how call recording solutions perform, the one that may be a determining factor for most businesses is cost.

5. Call Recording Health Check for your Call Center

There may be ways to augment your call recording capabilities to provide even more benefits to your agents and your customers. These questions should help you determine if your call recording solution is being used to its fullest potential.