Our latest whitepaper, Improving Customer Experience Through Peer-based Quality Management, takes a closer look at an alternative QM concept that distributes evaluation responsibility to agents while opening lines of communication for the sharing of knowledge and best practices. We explore how the process can be used to exceed traditional expectations and allow organizations to improve [...]
DMG Consulting, the leading provider of market research and consulting services for contact centers, recently published its 2008 – 2009 Quality Management/Liability Recording Product and Market Report.
The report is aimed at helping “contact center and IT managers find the right product, at the right cost for their contact center, regardless of size”. From a CallCopy [...]
DestinationCRM.com, and online publication from the editors of CRM Magazine, recently featured CallCopy’s cc: Survey in an article titled “Changing the Paradigm of the Contact Center” by Christopher Musico.
The article focuses on the many benefits of IVR surveys as well as web-based surveys in collecting customer feedback. The paradigm shift relates to the ability to focus the data [...]
CallCopy was a premier sponsor for the ShoreTel Champion’s Summit last week in Las Vegas. We hit the show floor with a ShoreTel mobile demo unit complete with cc: Voice call recording installed, and recorded dozens of live calls as we demonstrated our integration. We also unveiled our new live monitoring feature, which was well received [...]
CallCopy is proud to be a sponsor for the ShoreTel Champion’s Summit in Las Vegas, July 22-24. The event brings together ShoreTel’s leading channel partners for informative workshops and training sessions. CallCopy and other technology partners will be showcased in the Exhibit Hall.
For our current and prospective ShoreTel distributors, we are excited to meet with you and demonstrate our [...]
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Whitepaper: PCI DSS Guide for Contact Center Managers  |
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Best Practices Guide: Building a World-Class Quality Assurance Program |
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Whitepaper: Improving the Customer Experience with Peer-based QM |
