5 - VO Surveys: This allows you to gain insight on customer interactions from your customers themselves and allows for calibration of your evaluation metrics by balancing survey results against supervisor evaluations.
4 - Auto-Archiving: This module allows companies to automatically archive their logged recordings to a network drive or DVD. When you are recording all of your incoming and outgoing calls, it is possible to archive your call history based on specific parameters.
3 - SMDR Integration: For T1 loggers, it's a necessity - it's the only way you'll be able to match up calls with agents and phone extensions. SMDR feeds can provide you with ANI/DNIS call detail. For extensive data capture, we can also provide CTI integration.
2 - Media Encryption: Using our Media Encryption module, companies that process credit card transactions over the phone or record confidential customer information are be able to encrypt their recordings, and it's a requirement for anyone trying to meet Visa's Payment Card Industry standard compliance.
1 - E-Learning: This functionality typically blows people away when they see it for the first time. It provides a user-friendly method of automatically delivering targeted training materials to agents after an evaluation is complete. Supervisors can also easily create cds or webpages with a "Best Of" call list for training purposes.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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