-
ROI - The Proof is in the Call Center
- Presented by Autonomy eTalk
Determining the ROI for contact center technologies can be a challenging task, particularly since it's so difficult to map direct correlations between a software implementation and intangible performance gains. In this paper, Richard Bucci, Associate Consultant, the Pelorus Group, interviews etalk customers to uncover tangible productivity gains specifically associated with the use of quality monitoring and recording products.
Read More...
|
-
This Call May Not Be Recorded
- Presented by CallCopy
We've all heard the announcements: "This call may be recorded for quality and training purposes." Many companies across diverse industries record some or all of their telephone traffic, but should they? Some states have laws regarding call recording, requiring consent from both parties being recorded. If there is not informed consent, you may be breaking the law in many states by recording a call to or from a person in that state. Other regulations, such as the compliance standards set by the Payment Card Industry (PCI) Council, have restrictions on the storage of and access to data that contains a credit card number. Recorded calls and computer screens can often contain credit card numbers, and may be subject to the same security standards as other information systems. The jury is still out on the full impact these regulations have on call recording in business today. This CallCopy whitepaper takes a deeper look at the restrictions that may put your call logger at risk, and effective ways to mitigate that risk.
Read More...
|
-
Hosted Contact Center Recording and Quality Management: Doing it Right
- Presented by Donna Fluss, DMG Consulting LLC
Contact center recording and quality management have become mission critical requirements, driven by legislation, security concerns and litigious customers in North America and many countries in Western Europe. Most companies appreciate the importance of recording 100 percent of customer transactions in order to check them to see if agents are adhering to internal policies and procedures. Hosted recording and quality management solutions have emerged during the last two years. They give companies a cost effective alternative that can be implemented more rapidly than purchased solutions. This paper addresses these trends and provides a roadmap to ensure success with a hosted recording/quality management application
Read More...
|
-
Ensuring Data Validity
- Presented by HigherGround, Inc.
Prepared by independent industry consultant Henry Baird Telecom Directions LLC
"Ensuring Data Validity" discusses the diagnosis and resolution of service quality problems in contact centers, with particular emphasis on the importance of of valid performance measurement. This report is an installment in a three-part of series dedicated to Maintaining Service Quality in the Contact Center sponsored by HigherGround, Inc.
Download the report to obtain a better understanding of:
- The importance of Key Performance Indicators
- Avoiding Potential Pitfalls
- KPIs and Mission-Focused Service Quality
- KPIs as Business Intelligence
- Using Analytics Tools
Read More...
|
-
To Be a Profit Center, Stop Being a Silo
- Presented by HigherGround, Inc.
Traditional views of the contact center are very operational: people who work and manage in that environment
have been trained to see what they do as expensive. Therefore, managers have always emphasized cost control.
What they are measured on tends to be very activity-based: how many calls, how long the calls last, how many
minutes of talk time per agent hour, and so forth.
Read More...
|
|
|
-
Recording and Quality Monitoring for Regulatory Compliance
- Presented by Interactive Intelligence®
Organizations can no longer avoid the regulatory environment and its impact, and must look to their people, processes and technology to assist them in maintaining and proving compliance. The Interactive Intelligence integrated suite of products provides a platform from which managers, compliance personnel and trainers can mentor employees on compliance, and measure their performance towards that goal. This whitepaper covers best practices in monitoring, recording and scoring agents to achieve and substantiate compliance.
Read More...
|
|
|
|
|
|
|
|
|
|
|