|
|
-
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...
|
-
Calibration Makes Perfect - Excellence and Increased Customer Satisfaction through Calibrating Quality Evaluations
- Presented by CallCopy
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 CallCopy
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 CallCopy
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 CallCopy
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...
|
|
|
|
|
|
|
|
|
|
|
-
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...
|
|
|
|
|
|
|
|
|
|
|
-
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...
|