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.
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.
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.
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.
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.
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.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is