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Random sampling has commonly been the standard for contact center 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 customer 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 contact center 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

  • Are You Getting the Most Out of Your Call Recording Solution?
    — Presented By: Orecx

    Call recording software does far more than just record customer calls - it can add tremendous value to many parts of the enterprise in terms of sales and marketing intelligence, customer defection rescue, and customer service and compliance.

  • A Practical Guide to Implementing a Quality Monitoring Program in the Contact Center
    — Presented By: Interactive Intelligence

    Quality monitoring is a must to reach higher levels of operational performance, agent performance, and customer satisfaction.

  • 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.

  • How to Select Call Recording & Quality Monitoring Software
    — Presented By: Orecx

    The value of call recording is indisputable today, however, with so many players, how do you know what to look for in a recording solution? This informational, non-promotional ebook tells you everything you need to know to make the right decision!

  • Seven Business Challenges You Can Overcome by Recording and Monitoring Customer Conversations
    — Presented By: CallFinder

    This white paper will show you how audio mining enables you to address the seven common business challenges that companies face, including: delivering a positive customer experience every time, workforce training, capturing customer needs and wants, and keeping a handle on your competition.

  • Telephone Consumer Protection Act (TCPA) Guide for Contact Centers
    — Presented By: CallMiner

    Presented by DMG Consulting and sponsored by CallMiner , this guide is a concise summary of the TCPA statute and related regulations and an explanation of the new rules and their known impacts on enterprises (the organizations making the outbound contact) and recipients (people on the receiving end of the interactions).

  • 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.

  • 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.

  • Call Recording and the Laws
    — Presented By: HigherGround, Inc.

    "Call Recording and the Law" is the first comprehensive, 38-page guide to address several of the laws and requirements that impact contact center operations.

  • Searching for a Competitive Advantage - Capture the Customer Experience with Call Recording and Speech Analytics
    — Presented By: CallFinder

    This white paper explores how companies can create customizable content searches that automatically monitor recordings of conversations and provide access to invaluable information contained within customer interactions. Learn how to use this knowledge to achieve business goals of increased customer satisfaction, added revenue, quality compliance and greater workplace efficiency.

  • 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.

  • Calibration Makes Perfect - Excellence and Increased Customer Satisfaction through Calibrating Quality Evaluations
    — Presented By: Uptivity, an inContact Company

    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.

  • PCI Compliance Best Practices
    — Presented By: Uptivity, an inContact Company

    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.

  • What Has Your Quality Monitoring Program Done for You Lately
    — Presented By: Aspect

    Read the white paper What Has Your Quality Monitoring Program Done for You Lately? You'll discover best practices for creating an environment of continuous improvement through quality management, advanced analytics and performance management.

  • 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.

  • 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.