An effective call recording or call monitoring system is essential for today’s contact centre. Not only does it help organisations meet regulatory compliance obligations, but…Comments closed
Category: live monitoring
Dealing with the Human Side of it All. The unexpected emergence of COVID-19 is requiring that organizations move at unprecedented speed to serve their customers…Comments closed
The use of scripts in the contact centre can bring businesses many benefits, reducing agent training time and helping eliminate errors and compliance issues; supporting…Leave a Comment
Today, a potent combination of quality monitoring, call recording and real-time speech analytics deployed in the contact centre is helping organisations make time for agent…Leave a Comment
Enghouse Interactive Quality Management Suite features the ability to flag interaction recordings with relevant business information (account numbers, tag for follow-up, etc.). View our new tutorial video to learn how to create free-form or pre-defined flags for your users.Leave a Comment
Businesses of all sizes benefit from call recording and quality management software. Whether your company or contact center is using interaction recordings to improve customer…Leave a Comment
Version 5.0 of the Enghouse Interactive Quality Management Suite (formerly CallRex) features a unified user interface, offering access to Call Recording, Agent Evaluation, and Computer Recording functionality. The streamlined user interface provides easy-to-use Web-based access to reports, interaction recordings, and evaluation capabilities within a single interface.
View our new tutorial video to learn how to initiate, search, and playback recordings from the intuitive Enghouse Interactive Quality Management Suite user interface:Leave a Comment
Are you looking for ways to increase your IP telephone sales? Have you maximized your quality management potential?
For a limited time, we are offering you the opportunity to grow your Enghouse Interactive Quality Management Suite (formerly CallRex) sales.Leave a Comment
Previously, I posted the article “Are Smaller Companies Exposed from a Lack of Call Recording?” The following is part two, discussing how smaller businesses may…One Comment
Most people are familiar with the message “This call may be monitored or recorded for quality assurance or training purposes.” It is seemingly ever present when you call into the contact center for any large company. But call into a smaller company and you are unlikely to hear it. Why is that?One Comment