Call Recording Graduates to the Next Level

Studies by organizations such as ContactBabel and Research and Markets show that there is an increasing drive among contact center organizations to improve upon customer satisfaction and experience, even outperforming other areas such as increasing sales or decreasing costs. Interaction recording and monitoring are critical tools in addressing the customer experience challenge.

Today's interaction recording solutions go beyond simple recording of the customer conversation, and bring the larger contact center into the game, with the ability to contribute at several levels of the business through applying the technologies in different ways. Interaction recording is shown to play a significant role in quality assurance, agent training, regulatory compliance, understanding customers and needs, and measuring satisfaction.