Blog

How to effectively use call recording to coach and train contact center agents

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Nowadays, it is nearly impossible to call a contact center without hearing a well-known phrase: “Your call may be recorded and monitored”. Contact centers are primary using call recording to monitor and improve agent’s performance, enhance customer service and comply with regulatory requirements.

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Top 10 phrases to use in customer service

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In a customer service environment the right language is truly important. If we are talking about sales calls it is even more important. Certain words and phrases can have a huge impact and either make or break the whole impression and the way a customer feels about your business.

Looking for an inexpensive way to improve your customer service? Here are 10 phrases that will make your customers feel loved and appreciated.

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Call Recording: 5 ways your company can benefit

Call Recording for Businesses

Companies are using call recording in a variety of innovative ways, to address a variety of business needs, including legal documentation and protection, order verification, dispute resolution, and customer-service enhancement. It’s also great for training and supervising new employees and generating sales leads. Always an essential tool in the contact-center industry, call recording has proven itself useful in a wide variety of business environments.

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HIPAA compliance for contact centers

Healthcare

HIPAA compliance for contact centers has been an important issue for every healthcare organization since legislation relating to the security of protected health information (PHI) was enacted in the Health Insurance Portability and Accountability Act (HIPAA) in 2013.

HIPAA affects all types of healthcare providers, such as hospitals, physicians, dental offices, pharmacies, as well as healthcare clearinghouses and health insurers.

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New revenue opportunities for Service Providers

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The hosted telephony market is becoming increasingly competitive, as businesses in North America and worldwide turn to hosted IP telephony and unified communications services. Call recording services offers Service Providers opportunities for new revenue streams and new ways to differentiate themselves from their competitors.

Businesses are increasingly choosing hosted telephony over on-premise solutions as they focus on their core businesses and look for ways to eliminate up-front investments. However, they still expect advanced, feature-rich functionality. Therefore, it is important for service providers to ensure that they offer a full range of business tools for their enterprise customers, including value-add services, such as quality management tools and call recording.

Complementing hosted telephony service portfolios with call recording allows service providers to grow their customer bases and revenues. Call recording offers high margins and high average revenues per user. With the right recording system—offering a low total cost of ownership and a flexible licensing model—service providers can easily monetize call recording services and generate a rapid return on investment.

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