CRMXchange — Your Gateway to Enhancing the Customer Experience

Home > White Papers
PS Directory

Monitoring

 Join Now

Random sampling has commonly been the standard for quality monitoring; however, businesses today are realize that monitoring for quality based on random samples is just not enough to ensure best practices. To more effectively evaluate a specific call center’s quality of 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.

Monitoring

  • Recording and Quality Monitoring for Regulatory Compliance
    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...
  • 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...
  • 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...
  • Contact Center Quality Assurance Guide -Building a World Class QA Program
    - Presented by DMG and VPI
     Want to Build a Highly Effective Quality Assurance Program?

    Now Available: The DMG 2009 Contact Center QA Guide Harsh economic times are forcing organizations of all types and sizes to cut costs and maximize every opportunity. Now more than ever, it’s vital to ensure that your contact center is operating as efficiently and effectively as possible, and a strong, well-designed Quality Assurance program is fundamental to this goal. Quality assurance isn’t an option for contact centers – it’s essential for the success of the contact center, customer and agent satisfaction, improving agent and supervisor productivity and effectiveness, and keeping management in touch with staff performance. Whether you’re looking to breathe new life into your existing QA program, or considering starting from scratch, the DMG Contact Center QA Guide: Building a World-Class Quality Assurance Program is an absolute must-read for every contact center professional. Offering nearly 100 pages packed with valuable information, this easy-to-follow, step-by-step guide is the most comprehensive QA resource guide available today.      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...
  • 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...
  • Home Based Agents Don't Degrade Quality
    - Presented by HigherGround, Inc.
     By Keith Dawson, Senior Analyst, Frost & Sullivan

    The Analyst Article "Home-Based Agents Don’t Degrade Quality" reviews the popular misconception by call center managers that Remote Agents fail to meet quality and performance expectations. This report explains the often overlooked benefits of a decentralized agent pool including: lower overhead, reduced agent turnover, and quality improvement. The editorial looks at Manchester Unity, a private health insurer, and the struggles and triumphs they have encountered with a 20% remote agent pool.      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...
  • You Don’t Know What You’re Missing-The Trend Towards Full-Time Recording
    - Presented by HigherGround, Inc.
     You Don’t Know What You’re Missing-The Trend Towards Full-Time Recording
    Prepared by Industry Analyst Dick Bucci
    The PELORUS Group

    Call recording systems are becoming a staple in the modern call center. According to our research at the PELORUS Group, automated call recording systems are widely used in the nation’s 61,000 call centers. Over 80 percent of call centers with 500 or more agents and over 60 percent of call centers with 200 – 500 agents deploy automated call recording systems. Download the white paper now      Read More...
  • Payment Card Industry Data Security Standards Guide for Contact Center Managers
    - Presented by KnoahSoft
     Does your company meet the PCI standards?

    National, state and local governments require companies to safeguard consumer information, including the information on payment cards. In response, the largest payment card brands established the Payment Card Security Council and the Payment Card Industry Data Security Standard (PCI-DSS).

    This standard is a set of voluntary requirements and provides common benchmarks for payment card issuers, processors and merchants with regard to payment card data security. While the standard is widely accepted by the credit card companies, there is still significant confusion in many companies that handle credit card payment about what PCI compliance means and exactly how it applies to them.  Protection of personal and non-public information is a serious matter and it is an area where contact centers play an important role.

    This white paper, written by DMG Consulting and sponsored by KnoahSoft will provide contact center managers with a wealth of critical information vital to helping them meet PCI standards from both a process and technology perspective.      Read More...
  • 'Experience Management' the Heartbeat of Your Business
    - Presented by NICE Systems
     Preface In a world of virtually frictionless supply and demand conditions where businesses have less control over pricing, and where your customers are most likely to obtain products at a price they desire, where is your competitive edge? When customers are in charge of defining your channel and the price they want  Read More...
  • Investing for Opportunity in a Challenging Business Environment
    - Presented by NICE Systems
     Given the current business environment it’s tempting for companies to batten down the financial hatches and ride out the economic storm. Some businesses, however, believe that a challenging business environment presents an ideal opportunity to gain advantage. As their competitors severely reduce, or eliminate, capital spending they follow a contrarian strategy. Continuing with targeted investing aimed to improve customer satisfaction, reduce operating expenses – or more.  Read More...
  • Customer Loyalty at a Crossroads - Ideas to Retain Customers
    - Presented by Verint® Witness Actionable Solutions®
     By Brynn Palmer, Principal, The Customer Experience Doctor and Oscar Alban, Principal, Global Solutions Consultant,
    Verint® Witness Actionable Solutions

    In today’s recession, highly loyal customers are defecting in record numbers. There’s a distinct possibility that they will become—and remain—loyal to opposing brands when the economy rebounds. What can your business do to retain its customers and nip brand erosion in the bud?  Sign in now to download this white paper for some helpful ideas.      Read More...
  • Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics
    - Presented by VPI and DMG Consulting
     Authored by premier analyst firm DMG Consulting. Compliments of VPI

    Learn How to Take Your Contact Center to the Next Level with Powerful and Surprisingly Cost-Effective Screen Analytics.

    As the economy starts to recover, contact centers are being asked to continue to reduce their operating expenses while further optimizing the customer experience - without making major resource investments. Desktop screen analytics is a new, practical, easy-to-implement solution to this challenge. Enterprise and contact center managers who want to rapidly and cost effectively identify insights about business processes, Quality Assurance, customer needs and agent performance issues should seriously consider screen analytics.      Read More...
  • Critical Call Recording Laws, Regulations and Best Practices for Ensuring Compliance
    - Presented by VPI and the Pelorus Group
     Do You Record or Plan to Record Your Calls? Do Your Employees Discuss Sensitive Information Over the Phone? Then Download this Must-Read White Paper. 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. Sign in to and learn about legislation impacting how contact centers record, archive, and use customer interactions. You'll also learn how to properly implement the right call recording and quality monitoring solutions to avoid costly mistakes and problems.  Read More...
  • Resource Guide: Best Practices in Call Center Recording, Quality Monitoring and Coaching
    - Presented by VPI and the Pelorus Group
     Authored by renowned analyst Dick Bucci from The PELORUS Group. Compliments of VPI
    Are You Effectively Monitoring and Coaching Your Agents? Are Your Quality Assurance and Training Processes Optimized?

    Download this must-read, complimentary new resource guide to learn:
    • Which customer interactions to record and monitor to optimize service quality and performance
    • How and how often to monitor and coach your agents
    • Who should perform quality monitoring evaluations
    • How to develop an effective quality monitoring evaluation form
    • How to successfully conduct calibration sessions
    • How to perform and measure the effectivness of targeted coaching
    • How to select the new technologies that can help you improve your call center quality and training programs and processes
      Read More...
  • ROI Benefits of Recording, QM, Analytics and eLearning Technologies
    - Presented by VPI and the Pelorus Group
     The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies (authored and featuring research by The Pelorus Group)

    ready to upgrade your contact center? Looking to implement new quality or performance management solutions or replace some of your existing applications?

    If so, it's now time to zero-in on the most appropriate technology and ask management for the money. This must-read white paper, authored by renowned industry analyst Richard Bucci from The Pelorus Group, is crucial for any contact center professional looking to take their organization to the next level. You'll learn about the key components for developing a compelling and convincing business case for your successfully obtaining your contact center investment funds, including:

    The importance of building both business and ROI cases
    How to prepare your funding request
    The many financial benefits of call recording, quality management, performance analytics, and eLearning solutions
    How to prepare your ROI analysis, and much more
      Read More...