The VoiceCon show in Orlando was a hotbed of telecommunications all-stars. All of the major telecom vendors were represented, many of them in large scale, multi-story trade show displays. We spent a significant amount of time speaking with the folks from ShoreTel, who have been earning a very respectable place in the market. I had [...]
While the politicians and economists may argue about our economy and whether recent slowdowns in economic growth truly indicate a recession, it is still as important as ever to make purchasing decisions with respect to the current and future economic outlook. Be it an ACD/PBX, CRM, workforce management (WFM), IVR, speech analytics, or of [...]
CallCopy was featured in an article written by Joe Fleischer in the February issue of Customer Management Insight, an online publication directed to contact center professionals.
The article, titled “Evaluating Agents: The First Step in Transforming Your Organization” discusses changes in many call recording and quality monitoring software platforms.
CallCopy provided content for the article, sharing insight [...]
CallCopy will be exhibiting at the ICMI Demo in Miami February 13-15; we will be at pedestal E-9. We will be demonstrating our cc: Discover suite, which includes call recording and quality monitoring tools. We will also be able to provide information on our new cc: Survey application, which can provide both IVR [...]
First Call Resolution (FCR) is a tricky term. It’s almost as ambiguous as Customer Relations Management (CRM), which could either be a philosophy or a software package. FCR can be measured many different ways, from internal quality monitoring to external customer surveys.
Measuring FCR depends on two things. The first is your company’s [...]
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