http://www.callcopy.com/blog News and views on the call recording and contact center industry Wed, 04 Jan 2012 21:45:17 +0000 http://backend.userland.com/rss092 en Richard Snow, Global VP & Research Director at Ventana Research, recently wrote an insightful post on the state of contact center technology, and CallCopy’s position in that market. "About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software…" In order better reflect ... http://www.callcopy.com/blog/2011/08/02/ventana-research-callcopy-continues-to-refine-agent-performance-management/ CallCopy received top ratings in overall product and vendor satisfaction in DMG Consulting’s 2010-2011 Quality Management/Liability Recording Product and Market Report.  CallCopy received the highest Product rating, and tied for the highest rating in Overall Vendor Satisfaction. The survey, conducted by industry analyst DMG Consulting LLC (DMG), is designed to assist ... http://www.callcopy.com/blog/2011/05/03/dmg-results/ We recently hosted a webinar, Desktop Analytics in the Contact Center, where we unveiled the latest addtion to our Workforce Optimization Suite, cc: Fusion.  cc: Fusion has the ability to easily integrate with virtually any third-party application, enabling data to be captured and inserted into call records as a searchable field. ... http://www.callcopy.com/blog/2011/04/19/desktop-analytics/ New research from Aberdeen Group shows that extracting business intelligence in the contact center plays a key role in the overall success of your organization. The report, Unlocking Business Intelligence in the Contact Center reveals opportunities for your organization to improve performance by leveraging business intelligence mined from data collected via ... http://www.callcopy.com/blog/2010/11/18/new-aberdeen-report-unlocking-business-intelligence-in-the-contact-center/ As we mentioned in a recent blog post, last week was National Customer Service Week. We wanted to play a role in this very worthwhile annual celebration, so we decided to sponsor some of our customers' contact centers (by providing gift cards and other prizes) as a way to recognize ... http://www.callcopy.com/blog/2010/10/15/celebrating-customer-service-week-across-the-country/ October 4 marks the official launch of this year's National Customer Service Week – a week reserved for celebrating customer service and support representatives and the work that they do year round. As you enjoy the week and take part in a host of agent-appreciation events, remember to celebrate people skills with ... http://www.callcopy.com/blog/2010/09/29/customer-service-week-coming-soon-to-a-contact-center-near-you/ Carolyn Beeler at NPR recently published an interesting article about the next generation of call center workers.  In the article, Beeler examines a growing trend where businesses are outsourcing customer service  positions to work-at-home agents located across the U.S. For years, Americans have had their phone calls about credit card bills ... http://www.callcopy.com/blog/2010/09/14/for-call-center-agents-theres-no-place-like-home/ We're always eager to hear what customers and analysts really think about our solutions.  Honest feedback helps us shape and plan for future releases and gives us insight into the wants and needs of the market. Naturally, we were excited to be featured in a recent blog post by Richard Snow, ... http://www.callcopy.com/blog/2010/08/20/ventana-research-callcopy-delivers-significant-business-benefits/ Every year, we get together to watch the Red, White & Boom! fireworks display in our fair city of Columbus, Ohio. This year, CallCopy team members, family and friends celebrated the holiday in our new office in the Arena District.  The office offers an enviable view of downtown Columbus, and ... http://www.callcopy.com/blog/2010/07/09/a-star-spangled-callcopy-celebration/ Yesterday evening I had the honor of accepting the award for the 2010 Ernst & Young Entrepreneur of the Year. The award is considered by many as the equivalent of the Grammy’s for entrepreneurship. This is a big win for CallCopy. Although I am named on the award, this is truly ... http://www.callcopy.com/blog/2010/06/25/callcopy-wins-2010-ernst-young-entrepreneur-of-the-year-award/