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Call Center Monitoring

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Random sampling has commonly been the standard for workforce monitoring; however, businesses today realize that monitoring based on random samples is just not enough to ensure best practices. To more effectively evaluate your service; more precise measurements must be taken.

To solve this challenge, contact centers of all sizes are now adopting more clearly defined techniques. Precision monitoring helps supervisors and evaluators identify the real coaching and learning opportunities that exist in the calls that their contact centers are receiving each day.

The information below offer a variety of thought-provoking ideas and suggestions into the kinds of solutions and programs required to operate truly successful contact centers. Learn how to successfully implement effective best practice strategies in order to maximize the overall efficiency of your organization and build more profitable and long-lasting relationships with each and every one of your clients.

Simply click on any link below to learn more. To view vendors that can provide you with QM and recording technologies click here.


Call Center Monitoring

  • The Business Value of Whole Call Recording
    - Presented by BBN Technologies
    As companies seek every opportunity to improve customer loyalty and cost efficiency, whole call recording and analytics is becoming an invaluable tool. It’s no longer sufficient to focus exclusively on call segments handled by internal agents - and ignore transfers, partners and IVR automation. In this white paper, you’ll learn how you can get whole call recording without any new hardware or software. And, how whole call analytics sheds light on the 60-70% of voice brand experience and 20-30% of voice contact costs that you can’t see today.  Read More...
  • Beyond Call Recording and Quality Assurance
    - Presented by CallFinder
    Business owners and managers are realizing that everyday conversations between their employees and customers hold extremely valuable content, which traditional call recording alone cannot capture. Read how companies are accessing in-depth business intelligence contained within these daily conversations using advanced, cloud-based call recording and speech analytics technology to gain direct insight into their customers’ experiences.  Read More...
  • Do More With Your Recordings
    - Presented by HigherGround, Inc.
    by Keith Dawson, Senior Analyst, Frost & Sullivan sponsored by HigherGround, Inc. - Contact centers are sitting on terabytes of useful information. Are you making the most of it? This article explores three ways to uncover hidden truths about your contact center operations. These simple approaches can be taken quickly, with a minimum yet quick return on investment. Sign on to read now.  Read More...
  • What Contact Centers can Learn from Public Safety
    - Presented by HigherGround, Inc.
    To the harried managers of a modern high-octane commercial contact center, it might seem like nothing could be more urgent than squeezing every bit of efficiency and productivity out of operations. But they would be wrong. There is an environment in which the stakes are higher, where delivering top-notch “service” is an organizational number one priority. That is in the public safety sector, where callers are people in intense distress and the dispatcher is literally providing them a lifeline. Public safety centers are operational close cousins to commercial contact centers: they both rely on intelligently processing a high volume of inbound contacts at the lowest possible cost that is consistent with the highest available level of service. The standards for service may differ, but the mechanics of how they do it are quite similar.  Read More...
  • Ten Key Drivers to Improve Your Contact Center
    - Presented by inContact
    In many organizations, the contact center is now regarded as the go-to resource for keeping customers engaged, providing timely information. Few companies are making additional investments to help meet the increased demands. The directive from management is for representatives to build customer loyalty while handling customers on more cost-effective channels that make service less personal. Contact center agents who communicate via the voice channel must be held accountable and provided with better guidance on improving customer experience. Read the ten benefits derived from QM and recording applications that drive measurable ROI.  Read More...
  • Calibration Makes Perfect - Excellence and Increased Customer Satisfaction through Calibrating Quality Evaluations
    - Presented by Uptivity
    Calibrating quality assurance (QA) performance is a key practice for ensuring agents are delivering on their organizations’ promises to provide excellent customer care and service. Calibrating QA evaluations to an excellence standard prevents them from being politicized by evaluator preference or prejudice. Failure to calibrate the evaluation process can be detrimental to organizations’ strategic goal of differentiation through customer care and service excellence - attributes defined by benchmarks set by leading industry organizations.  Read More...
  • Call Recording and PCI Compliance (v2.0)
    - Presented by Uptivity
    The Payment Card Industry (PCI) Data Security Standard (DSS) has gained significant attention in the market. This is due in part to the popularity of payment cards in today's society alongside the prevalence of identity theft. Now more than ever, organizations are required to effectively protect privacy or face penalties enforced by credit card companies. This whitepaper provides critical details about the PCI DSS, how it affects call recording applications and what you can do to ensure your contact center operates in compliance with the PCI DSS.  Read More...
  • Capturing Voice of the Customer
    - Presented by Uptivity
    Advancements in technology have enabled organizations to more accurately capture voice of the customer (VoC) by combining QA, customer satisfaction data and speech analytics. New insight into how customers judge individual agent performance and whether the service experience meets expectations is now possible.  Read More...
  • PCI Compliance Best Practices
    - Presented by Uptivity
    Contact centers that handle credit card transactions face considerable risk from compromised customer payment card data. By complying with Payment Card Industry Data Security Standards (PCI-DSS) v2.0. CallCopy’s Call Recording and PCI Compliance whitepaper provides critical details how to comply with PCI-DSS v2.0. Readers will learn how PCI affects call recording applications and how to ensure their contact center operates in compliance with the PCI DSS.  Read More...
  • Free Guide: Navigating Call Recording Law
    - Presented by VPI
    To avoid costly violations and ensure customer credibility, you need to be aware of many of the new and evolving laws, regulations, and industry standards that most profoundly effect contact centers, what you can do to avoid problems, and where to go when you need help. Download your complimentary resource guide, authored by chief analyst Dick Bucci from Pelorus Associates.  Read More...
  • Quality Assurance 2.0: The Rebirth of Contact Center QA
    - Presented by VPI
    Traditional QA has reached the end of its life cycle – it is too cumbersome to embrace the latest customer mindset and often contributes to customer dissatisfaction, organizational turmoil and reduced agent morale. The new, intelligent QA systems automate workflow and rapidly identify insights into critical business and customer experience issues and opportunities. Perhaps most importantly, Quality Assurance now encompasses the entire process of doing good business throughout your contact center.  Read More...
  • Quality Assurance Buyer's Guide
    - Presented by VPI
    Traditional quality assurance (QA), which has been primarily focused on monitoring and improving internal agent quality and compliance for the past 30 years, is now also being used to uncover valuable insights to improve business operations and customer satisfaction. The emergence of workflow automation and embedded analytics with new QA solutions are helping customer facing organizations around the world reduce the manual steps required by most traditional QA programs by 60 to 80 percent. Better yet, the latest QA solutions take you straight to what really matters - delivering insight into critical business issues and opportunities for improving the customer experience and revenue outcomes.  Read More...
  • Complimentary Call Recording Guide to PCI DSS Compliance
    - Presented by VPI and the Pelorus Group
    Do You Take Credit Cards Over the Phone? Are You Prepared for the New PCI DSS Requirements? On October 28, 2010, the Payment Card Industry Standards Council made a major update to the PCI Data Security Standard. PCI DSS version 2.0 went effective on January 1, 2011. Organizations that do not take action this year to ensure compliance with these new requirements could face costly fines.  Read More...