Archive | May, 2009

Take a Tour — Recording and Monitoring Calls

We have recently posted new video demonstrations of the CallRex Call Recording software! A concise video clip detailing how to monitor and record agent telephone calls from the CallRex Client can be accessed from Telrex’s Web site. CallRex Call Recording software presents authorized users with information about which agents are on the telephone and whether [...]

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Account for Agent Absences

With Memorial Day just behind us, many companies are gearing up for the summer, working to shore-up staffing schedules while accommodating summer vacation requests and holiday scheduling. Schedules produced through spreadsheets and other applications can become complicated as time off requests pile up. Some workforce management software solutions offer relief for contact center scheduling, utilizing [...]

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Demos Delivered to Your Desktop

Would you like to take a test drive of CallRex Call Recording software? Are you a reseller who needs a refresher course on workforce optimization software solutions? We’re here to help! Telrex’s account managers are available to help resellers win business and to help managers justify investing in workforce optimization software. Our account representatives regularly [...]

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What Treasures are Locked in Your Call Recordings?

Are your employees optimizing every interaction, providing up-sell offers or using the most efficient procedures to input vital information into corporate systems? Are the right people in the right place, at the right time, to answer your customers’ calls? Did one of your comptetitors just launch a compelling marketing campaign, causing your customers to move [...]

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Utilizing the Voice of the Customer

A recent research report, the 2009 Voice of the Customer Survey published by 1to1 Media, revealed that “nearly three quarters of respondents’ companies made changes–that delivered a business impact–to customer service policies or procedures as a result of customer [feedback], and more than half improved an existing product. Additionally, 48 percent changed back-office policies or [...]

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Achieving Regulatory Compliance

Call recording technology can be utilized within companies in a variety of ways. Regulatory compliance, for example, can be achieved through properly documenting and archiving telephone interactions. Industry regulations like the Financial Services Authority (FSA) in the UK, Gramm-Leash-Bliley Act, or the USA Patriot Act impact the contact center and throughout the company. Compliance with [...]

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Customer Success: Accountability Across the Organization and Beyond

Recording telephone interactions can bring accountability across the organization — and to the customer. U.S. Oil, Inc. initially implemented call recording technology for call center agent training. When handling more than 4,000 customer telephone calls a day, there are bound to be times when a Customer Service Center associate makes a mistake in taking an [...]

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