http://www.callcopy.com/blog News and views on the call recording and contact center industry Fri, 09 Jul 2010 19:42:28 +0000 http://backend.userland.com/rss092 en 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/ Quality drives customer satisfaction, and customer satisfaction drives customer loyalty.  Ensure that your call center is maintaining the highest levels of quality by using effective call center coaching forms. Whether your organization performs manual or automated quality assurance (QA), call center coaching forms are an integral component of an overall QA ... http://www.callcopy.com/blog/2010/06/03/improve-performance-maximize-productivity-with-call-center-coaching-forms/ The recent The Art of Evolution | Global Connect 2010 in Denver was loaded with networking opportunities, information, and excellent speakers. But some of the sessions stood out to us as particularly relevant. Known for its ability to provide data delivery in new and innovative ways, Acme ... http://www.callcopy.com/blog/2010/05/13/now-in-session/ Most people who work in the contact center industry are familiar with the concept of first call resolution (FCR). After all, contact centers are known for measuring every possible aspect of interactions.  What's surprising, however, is that only a small percentage of organizations are actually striving to measure and increase ... http://www.callcopy.com/blog/2010/04/19/no-small-metric-first-call-resolution/ All of us here at CallCopy are excited to announce that we've moved to a new CallCopy corporate headquarters located in the Arena District at 530 W. Spring St., Columbus, OH 43215! We spent part of the day this past Friday moving, unpacking and getting settled in at the new ... http://www.callcopy.com/blog/2010/03/24/moving-on-up/ 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 ... http://www.callcopy.com/blog/2010/03/16/dont-get-snowed/ Our dedication to providing the highest levels of customer service alongside the most innovative solutions in the industry lies at the heart of what we do. So, we were thrilled to be named a Service Rising Star by CRM magazine, as a leading innovator in technology and representing "the future ... http://www.callcopy.com/blog/2010/03/11/callcopy-at-your-service/ In the world of call recording compliance, where there's no steadfast, across-the-board policy on consent laws, scenarios can quickly become confusing. Such is the case for a county agency located in CallCopy's home town, Franklin County Children Services. According to the Columbus Dispatch: "Mary Ann O'Garro said a request for records in ... http://www.callcopy.com/blog/2010/02/24/got-consent-why-you-need-to-take-a-closer-look-at-call-recording-laws/ 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 ... http://www.callcopy.com/blog/2010/02/17/speech-analytics-best-practices-that-immediately-impact-business-performance/