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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

Why Call Center Recording is Essential

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The addition of call recording capabilities to a call center delivers benefits far beyond the one that is most obvious – creating and storing a record of each customer encounter.

Whether assessed by itself or in conjunction with workforce management, call recording is an essential element in an efficient call center.

We’ve created a call recording whitepaper, which you can download here for free  that explores this subject in greater detail. In “Call Recording Software: Why It’s Essential for your Call Center,” you’ll discover:
  • How call recording improves the quality of customer service
  • The positive impact of call recording on agent training
  • How call recording helps increase productivity – and profits – by delivering the data necessary to improve call center practices
  • The ways in which recording calls ensure compliance and protects call centers from lawsuits
  • How call recording can help resolve HR issues
In addition, the whitepaper describes the advantages of incorporating call recording into a unified workforce management (WFM) solution that impacts forecasting, scheduling, adherence, quality, metrics and compliance. When all of these efforts are engaged, call center management have the resources necessary to take a more proactive approach to improving customer service.

Too expensive? Not when call recording and WFM are delivered in a faster and more affordable way via the Cloud.

Download “Call Recording Software: Why It’s Essential for your Call Center” now and learn how it might help your contact center.


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