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 Inc. was voted Best in Class Winner for “Best Recording/Quality Monitoring Solution in the Americas Region” as awarded by ContactCenterWorld.com. The Members’ Choice Awards have been presented for 6 years running and recognize industry solution providers who sell products or services to contact centers. Unlike other awards programs, the Members’ Choice Awards are based [...]
KPI stands for Key Performance Indicators, a set of metrics critical to assessing contact center performance. The specific metrics that are considered KPI are different for each contact center. The primary factors to consider are: inbound vs. outbound, and sales vs. service. Secondary factors include markets served, your company’s position in that market, customer behaviors, [...]
Several of our clients are undergoing green technology initiatives, and CallCopy is proud to be a part of that process. Many corporations are moving to green IT platforms, which involves consolidating technologies and sourcing applications are are able to run with a minimum hardware requirement. Through our own products, as well as the [...]
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eBook: 10 Secrets to Boosting First Call Resolution  |
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Case Study: Elgia, Inc. |
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Best Practices Guide: Building a World-Class Quality Assurance Program |
