Enterprise Call Recording Whitepapers
- Using Business Intelligence to Transform Yourself into a Contact Center Hero
Contact centers are the front line of customer interactions. Learn how speech and desktop analytics can uncover hidden business intelligence. - Capturing Voice of the Customer
Explore how voice of the customer (VoC) provides insight into how customers judge agents and whether their expectations were met. - Call Recording and PCI v2.0 Compliance
Learn how PCI DSS impacts call recording, and what you can do to ensure you operate in compliance with the PCI DSS v2.0. - 10 Secrets to Boosting First Call Resolution
Look at why contact centers should implement FCR as an essential KPI and examine the challenges associated with doing so. - "This Call May Be Recorded…" Legal Issues Related to Call Recording
Explore the legal issues to consider when implementing a recording program.
Enterprise Call Recording Case Studies
- Mohawk Industries
This case study looks at how Mohawk was able to improve employee/customer satisfaction, AHT and FCR by leveraging a CallCopy solution. - Elgia, Inc.
This case study looks at how Elgia is able to provide superior on-brand experience support by leveraging a CallCopy solution. - Elderhostel - A Worthwhile Excursion Into Call Recording
This article outlines Elderhostel's implementation of a CallCopy call recording and quality monitoring solution.
Enterprise Call Recording Resources
- DMG Consulting's 2010-2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report
This excerpt draws on results from DMG Consulting's 2010–2011 Market Report to assess how current users rate market leaders on product, implementation, support, professional services and training. - The Inner Circle Guide to Speech Analytics
Detailed and realistic analysis of the benefits of speech analytics, as well as the technology, implementation best practices, ROI model building, expected results and the market landscape. - Contact Center QA Guide: Building a World-Class Quality Assurance Program
95 pages of best practices, sample forms and tips for building and running a QA program.
Enterprise Call Recording Webinars
- Analytics in the Contact Center
Contact centers are the front line of customer interactions, and contain vast amounts of information. However, the challenge this presents is how to sift through all of this information to find the key pieces of business intelligence that can be benefit the organization. - Revitalizing Your Quality Initiative
In this session, we discuss best practices for taking your stagnant quality program to the next level. We'll look at the ways that technologies such as speech and desktop analytics, customer surveys and workflow automation can be used to greatly improve your QA program. - A Roadmap to PCI Compliance
In this webinar, we clarify the true impact of PCI on call recording today, and look at the PCI Security Standards Council’s new guidelines on Protecting Telephone-based Payment Card Data.