eBooks
eBooks
“Call Center ‘Suite’ vs ‘Point’ Solution Debate”
While the perennial “suite solution” versus “individual/point solution” debate carries on in the call center management space, the suite/all-in-one approach is certainly gaining steam, and for many good reasons. Read this ebook to learn about the pros and cons of both approaches.
“Why do Companies Record Customer Calls?”
Through LinkedIn and our own customer base, we asked 80 business professionals across a dozen industries and multiple countries to give us their thoughts on why they record customer calls. Some of the feedback turned out to be quite interesting, and all of it we’ve found to be tremendously insightful. This ebook presents the feedback we received in a format that should help you understand the many ways you can leverage call recording to improve your business.
“Six Interesting Uses for Call Recording”
Aside from helping with customer service, compliance, verifying orders and monitoring agent performance, your call recording software is capable of much more. Read this 9-page ebook to learn about all the interesting ways you likely have not thought of.
“Industry Feedback”
We asked call center and enterprise professionals on LinkedIn “Is call recording necessary?” and “Which is better — live monitoring or selective recording?” This short ebook shares all 25+ detailed and insightful responses!
“Measuring a Customer’s IVR”
Learn about new technology that measures IVR performance, and then reveals agent-caller experience for every call. You can now measure your customers’ experience with your IVR. Are they cursing while making selections? Did they abandon the call before reaching an agent out of anger?
“Business Data from Call Recording”
Are you getting the most out of your call recording system? Did you know about all of the different types of critical business data you can glean from a call recording system? Most people use call recording for compliance, dispute resolution and customer service, but it can do so much more if you’re in the right mindset.
“Integrated ‘Compliance’ AND ‘Quality’ Call Recording”
More than ever your contact center is under extreme pressure to perform, perform, perform! To operate at the very highest levels of performance, your organization needs compliance recording and/or quality monitoring software to mitigate risk and improve customer service.
“How to Select the Right Call Recording Solution”
Every business has different needs, and yours is no exception. Size, industry, call volume, compliance requirements and other factors determine your unique needs. What you require is a call recording solution that addresses all of your specific needs and fits your specific business. When selecting your call recording solution, there are several guidelines and questions to consider.
“Who in the Organization Can Call Recording Help?”
Call recording software can add significant value to a number of business areas within your company—– beyond just call center and customer service. This easy-read 12-page eBook offers a number of insights on who can benefit most in your organization and just how they can use the software to enhance their role.
“Cost Effective Deployment of VoIP Recording”
Voice-over-IP (VoIP) is becoming more and more prominent in today’s business environment. When considering a VoIP recording system, you don’t have to settle for one that breaks the bank. Our easy-read eBook offers a number of insights on selecting the best VoIP call recording system.