As we wrap up the snowiest winter in decades, we’re reminded of how grateful we are for technology.
When the brunt of the storms rendered other Columbus, Ohio offices (and offices across the country, for that matter), non-operational, we were able to work from home thanks to our communications infrastructure and our own CallCopy software. As [...]
In today’s highly competitive market, providing quality customer service is critical to a company’s success. One way to ensure high levels of customer service is to employ speech analytics (and speech analytics best practices) to quickly locate key words and phrases within call recordings. This will allow your organization to identify opportunities for leveraging business [...]
The popularity of credit and debit cards in today’s society alongside the prevalence of identity theft has led to a recent uptick in interest surrounding the Payment Card Industry (PCI) Data Security Standard (DSS). As you look to secure and protect the data your contact center records, it’s important to understand the PCI DSS and [...]
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 [...]
We were recently asked about which is preferred, trunk recording (record T1/E1 line) or station recording (digital or analog phone recording). Here’s our $0.02:
In most cases, station side recording is preferred. One key factor is that with trunk recording you are not able to record PBX calls. For example, if one employee calls another employee, that call does not cross your [...]
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eBook: 10 Secrets to Boosting First Call Resolution |
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Best Practices Guide: Building a World-Class Quality Assurance Program |
