Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. For the past decade, there has been increasing desire within contact centers to improve upon customer satisfaction and experience, in order to keep customers loyal [...]
The New Year often inspires us to start fresh, reassess and refocus, or reboot. Lists of resolutions abound! As it usually trends, many businesses use the new calendar (or fiscal) year to build a resolution list of their own. The common denominators on these lists often include worthwhile objectives to be more efficient, provide higher levels of service, and build stronger business relationships.
The good news is that a great number of companies in several industries may be closer to achieving their goals than they realize. Some companies have the solution already in-house!
Your company’s everyday telephone conversations can be a treasure-trove of business information and training opportunities. If you’re using call recording software to capture conversations, you’re on the right path to tapping the information within each call. There are many different ways that you can leverage your daily customer interactions, including: Create a call library that highlights [...]
If you missed Telrex’s recent Web event, the archived video is now available online. The edited video features a tour of the CallRex Quality Management Suite, which includes call recording, agent evaluation, and computer recording software in a single package. CallRex version 4.0 features a Web-based user interface, streamlined administration, expanded technology support, and expanded [...]
I wanted to take a moment to give a brief update on the Telrex product plans for this year. There are some exciting new plans in place for 2011 that I thought I would share. In June of 2010, Telrex became a member of the Enghouse Systems Limited family of global technology solutions. The significance [...]
Telrex is pleased to announce the availability of version 4.0 of CallRex Call Recording™ and CallRex Computer Recording™. The release of version 4.0 delivers an improved user experience, streamlined administration, expanded technology support, and enhanced security. Featuring a web-based user interface, CallRex version 4.0 has an improved user interface and expanded support for client-side environments. [...]
Another year has drawn to a close, and a new year is upon us. Many take time during the New Year to set goals and resolutions. At the Customer Experience Matters blog, Bruce Temkin outlines 10 Customer Service Resolutions for 2011. In his list, Temkin encourages companies to leverage the voice of the customer, engage [...]
Today, Arc Solutions announced the availability of Arc Call Recording, an IP-based call recording and monitoring solution. Call recording and monitoring technology enables businesses to maintain consistent standards and improve customer service delivery. Arc Call Recording records and monitors telephone calls from anywhere on the network and runs on Microsoft Windows servers. Featuring an innovative [...]
Are you a telephony reseller looking for ways to add value to your customers’ IP telephone installation? Are you an end-user considering the benefits of recording and monitoring telephone calls in your contact center? Telrex is here to help! Our account representatives are regularly hosting online demonstrations and discussions to help you understand how you [...]
Telrex was included in an article posted on ContactCenterWorld.com about the myths of workforce optimization. Here are the misconceptions that we submitted for the article: “Misconception #1: It’s expensive. Workforce optimization solutions do not need to break the bank. Affordable enterprise-class solutions are available at every price point. Subscription-based licenses are offered by companies like [...]
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