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Monitoring

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Random sampling has commonly been the standard for workforce 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 service quality; 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

  • 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...
  • Next-Generation QA SolutionsTake ROI to the Next Level
    - Presented by Calabrio
     This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. It helps you identify and prioritize savings and benefits from these solutions, and also provides best practices and tips to promote a successful implementation.  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...
  • 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.  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.
     "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.  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...
  • Top Shrinkage Offenders
    - Presented by Knowlagent
     Dig into the big, expensive problem of shrinkage in this paper which analyzes statistics from recent research and identifies ways to reroute shrinkage to make improvements to the bottom line. Knowing what takes your agents off the phone is vital to optimizing call center operations. Read this paper to get started on an action plan.  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® Systems
     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...
  • 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...
  • Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics
    - Presented by VPI and DMG Consulting
     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...
  • 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...
  • 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...