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How to Get the Most from Your Contact Center Call Recordings

NICE inContact

There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together.

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Integrating call recording into Microsoft Teams

Eptica

Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.

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Contact Center Call Recording: What you need to know

NICE inContact

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

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Understanding the options for call recording in Microsoft Teams

Eptica

As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

In this webinar, you will learn: The importance of collaboration in defining call excellence. How to collaboratively coach agents to feel empowered as professional care experts even with or without the use of call recordings. Dynamic, collaborative approaches to key in to the agent’s experience and challenges.

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Navigating Call Recording Under GDPR Regulations

CSM Magazine

Understanding and complying with data protection laws is paramount, especially for businesses engaging in call recording. But what does this mean for organizations that record calls? Before we get into the specifics of call recording, it’s important to grasp the essence of GDPR. What Is GDPR?

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MiaRec for Five9: Support Call Recording With Voice Analytics

MiaRec

As a Five9 customer, you may want Voice Analytics and Automated Quality Management (AQM) capabilities without changing your call recording platform. Integrating with MiaRec lets you use Voice Analytics to make the most of your Five9 call recording data. Luckily, MiaRec integrates with Five9’s VoiceStream platform.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.