Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. Sure, it is true that many agents don't like the fact their customer interactions are being recorded. This means that their supervisor, team leader or even senior managers can listen to their calls, and who likes that?
Looking at call recording from a different perspective, however, sheds a whole new light on its potential value to agents. For aspiring and self-aware customer service/sales agents, call recording can be one of their best utilized tools in terms of their overall job performance.
These assertive and performance-conscious agents can directly benefit from call recording in a number of ways, including:
If you are a call center manager or supervisor, make sure your agents (sales or customer service) are leveraging their recorded conversations in these ways. It is sure to boost morale and improve their performance.
Publish Date: January 23, 2019 5:00 AM
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.
A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.
CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
ChatGuard makes payments in Chat PCI DSS compliant and...
PH: 01442 458300
|Audio Recording for Speech Analytics: Buyer Beware!||July 20, 2020 5:00 AM|
|Call Recording Laws you Need to know!||July 13, 2020 5:00 AM|
|Value in Analyzing 5.25M Spoken Customer/Agent Words a Day||June 2, 2020 5:00 AM|
|Hi-Fi Audio Capture Powers CX through Speech Analytics, BI and AI||May 20, 2020 5:00 AM|
|'Open' Audio Capture for 'Speech Analytics as a Service'||May 4, 2020 5:00 AM|
|At-Home Call Recording & Management||May 1, 2020 5:00 AM|
|Covid's Work-at-Home Impact on Financial, Insurance & Medical||April 6, 2020 5:00 AM|
|Call Recording for BPOs: What you Need to Know||February 10, 2020 5:00 AM|
|New Year's Resolution: No More Call Recording Troubleshooting||December 30, 2019 5:00 AM|
|Call Recording as a Competitive Differentiator||December 9, 2019 5:00 AM|