Using voice recordings to coach call centre staff
Voice recordings can provide a great way of helping to train call centre staff.
We asked our experts about how to do it. (more…)
What to look for when buying a speech analytics solution
In anticipation of next week’s Webinar on Speech Analytics we have asked a range of industry experts for their key suggestions on what to look for when buying a speech analytics solution. (more…)
A visual history of voice recorders
Yes, folks, we’re looking for a bit of nostalgia here.
Kids today think voice recorders have always been digital, 200+ channels arrangements in 4U 19 inch racks; hah! what do they know?
Richard Mill of Business Systems takes a light-hearted look at the history of voice recorders through a series of old photographs. (more…)
Using voice recordings to coach call centre staff
Carl Nancollas provides insight into why voice recording can make training more effective and improve performance of agents.
How much money does your company spend on training each year? £2,000 per agent? More? Less?
(more…)
How to justify the cost of a call recorder
Call recording used to be considered as a “nice to have” by anyone outside of a large call centre environment or FSA-regulated financial companies. However many companies are realising that a voice recorder can add a great deal of value to the business that more than justifies the cost. (more…)
A beginner’s guide to voice recording
On average 68% of customers’ first contact with any company is still via phone, according to the Gartner group. For those companies that record calls there is a wealth of information that can be extracted from these interactions. (more…)
Answers: Legal recording guidelines
Question: Does anyone know if there any legal requirements about how long you must hold a recorded call for? Do you have any guidelines as to how long you hold your own recordings?
Read on to find out the answer…… (more…)
Virtual working: the technological implications
In his penultimate editorial on business continuity and risk management, Graham Chick considers the technology needed to make virtual working a success. (more…)
What to look for when buying - call recording technology
Our regular technology column is dedicated to investigating what you should think about when buying a particular piece of technology. This month, we’ve asked three key vendors – Amcat, QPC and Verint Systems – for their advice on call recording. (more…)
Using call recording to its best advantage
Call recording needn’t be about striking fear into the hearts of contact centre staff and punishing them for offering poor levels of service. As Alex Coxon finds out, the very best implementations are those that are agent-friendly. (more…)
