CSM Magazine

APRIL 3, 2024

Understanding and complying with data protection laws is paramount, especially for businesses engaging in call recording. But what does this mean for organizations that record calls? Before we get into the specifics of call recording, it’s important to grasp the essence of GDPR. What Is GDPR?

Personalization 40

Personalization Customer Service 40

Eptica

NOVEMBER 4, 2021

Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.

Marketing 123

Marketing Management Customer Service 123

VirtualPBX

OCTOBER 18, 2022

As of October 1st, 2022, The Centers for Medicare & Medicaid Services (CMS) is requiring that all calls with a Medicare insurance agent be recorded and maintained for ten years. The goal of this new Medicare call recording regulation is to ensure that agents are acting in the best interest of their clients. Call Recording FAQ's.

Accountability 97

Accountability Sales Marketing Customer Service 97

SoliCall

SEPTEMBER 6, 2022

Let’s say you run an education center and you record your classes. Wouldn’t you like to clean the recordings before publishing them to your audience? Same logic applies to any organization that record their Zoom calls. The advantages of cleaning the noise from recordings does not end with the above.

Engineering 59

Engineering Analytics Education Contact Center 59

Callminer

MAY 28, 2019

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

Contact Center 265

Contact Center 265

Eptica

JANUARY 13, 2023

As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.

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Best practices Customer Service Management 105

OrecX

MAY 17, 2022

Did you know that many call recording solutions charge a substantial fee to access your own recorded audio data? Well, it's due to a few reasons: Many call recording software vendors are greedy. Once you pay for a solution to record your customer calls, you shouldn't be charged extra to access your calls.

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industry standards APIs CRM Analytics 121

Contact Center Pipeline

OCTOBER 20, 2021

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support. The problem with voice is that, historically when a call ends, the […].

Chatbots 262

Chatbots Sales Customer Support Technology 262

Avoxi

MARCH 29, 2021

Buy Online Get a Free Demo Interstate Call Recording Laws & Compliance (2021) Call recording laws can be complex, but compliance doesn't have to be. Learn what you need to know about call recording compliance, including differences in call recording laws by state and country, and keep your business or call center compliant.

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Call Center Contact Center 118

Beyond Philosophy

SEPTEMBER 18, 2016

The post Unbelievable Violation By World Renowned Bank – Record Fines! Colin is an international author of five bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. appeared first on.

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Banking Construction Accountability Sales 416

Calltools

DECEMBER 27, 2023

Call recording is one of the more beneficial tools for instructing agents in best calling practices. Call recording can be controversial, so it should meet ethical standards for agents and customers. Call recording can be controversial, so it should meet ethical standards for agents and customers.

Best practices 52

Best practices Call Center Healthcare Wait times 52

Balto

DECEMBER 20, 2023

Louis – Balto has added a new layer of visibility to the #1 real-time guidance platform for contact centers: Screen Recording. Screen Recording is an essential piece of modern contact center operations. Recordings are conveniently accessed in Balto Cloud.

Contact Center 52

Contact Center Coaching Enterprise Sales 52

JivoChat

JULY 10, 2022

Knowing how to screen record on Android is advantageous if you want to record tutorials to explain how to use an app or any other feature on your device. Besides, there are many other uses for recording a screen, such as saving a Zoom meeting that you wish to watch later or making a fun video. How to Screen Record on Android.

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CSM Magazine

MARCH 1, 2024

Just over two years after shocking the ocean rowing world by setting a new record for the fastest female pair to row across the Atlantic, best friends and adventure seekers Jessica Oliver and Charlotte Harris are eyeing an even bigger prize – becoming the fastest women’s team to conquer the Pacific.

Technology 52

Technology Customer Experience Management Customer Service 52

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.

Best practices 62

Best practices Management 62

OrecX

JULY 13, 2020

Call recording can provide a wealth of knowledge and customer insight to your organization. However, there are certain call recording laws and rules in many countries you must be aware of in order to avoid liability issues and potential penalties. There's no doubt about that. United Kingdom and European Union - GDPR , MiFID II.

Telecommunications 118

Telecommunications Personalization Technology 118

VirtualPBX

DECEMBER 8, 2023

In the dynamic realm of audio branding, Snap Recordings propels itself into the future with the introduction of its cutting-edge product – the Phonzai Greetings Generator. Moreover, Snap Recordings has joined forces with VirtualPBX to amplify the impact of Phonzai in the realm of telephony. Elevate your brand with Phonzai today!

Telecommunications 59

Telecommunications Scripts Interactive Voice Response Enterprise 59

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). Perhaps the strongest reason companies record and/or transcribe calls is that it’s often required by government entities. Methods for Ensuring PCI Call Recording & Transcription Compliance.

Best practices 159

Best practices Call Center Banking Contact Center 159

Transparent BPO

MAY 19, 2023

Reviewing call sample quality is more than just taking recordings and analyzing random calls. Call centers should strive to make emotional connections so […] The post What to listen for in sample call recordings from a BPO? While we know these things are important, customer care solutions are intended to take things further.

Call Center 62

Call Center Customer Care Business Process Outsourcing Customer Service 62

VirtualPBX

FEBRUARY 4, 2022

The recording for our new webinar series, VirtualPBX Features Showcase: Getting Started with Zapier Integrations, is available now for your playback. Introduction to Integrations in the Zapier Webinar Recording. Check out the Zapier webinar recording here, and be sure to keep an eye out for our next webinar! It’s here!

voip 98

voip Engineering Best practices Call Center 98

Callminer

APRIL 22, 2019

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

Best practices 207

Best practices Contact Center 207

OrecX

JANUARY 3, 2022

Clip 3: Securing your Audio Recordings. What follows are 5 audio snippets from that webinar in which he details the reasons for the CallMiner acquisition and discusses various aspects around modern and open audio capture. Clip 1: Why OrecX joined CallMiner. Clip 2: Connecting and Enriching Audio Data.

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OrecX

MAY 21, 2021

When it comes to call recording, you can find some of these affordable gems, but you can also come across a lot of cheap call recording solutions that are indeed cheap in price but also cheap in functionality and stability. These are the cheap recording solutions to be very leery of. But these products do exist.

B2B 71

B2B Analytics Technology Customer Service 71

JustCall

OCTOBER 15, 2023

In this blog, we’ll explore the challenges of agent training and coaching and how call recording makes a difference. Absence of Real-world Context Training without genuine call recording examples is like learning to swim without water. Streamlining Agent Training with Call Recordings Dive into a modern approach to agent training.

Coaching 52

Coaching Metrics Feedback Upselling 52

OrecX

AUGUST 17, 2021

Most Comcast Business VoiceEdge customers will find themselves scrambling for a voice recording solution. The platform has no built-in recorder except for a USB drive recorder with very limited functionality. Some vendors charge an arm and a leg just to gain access to your recordings.

APIs 71

APIs CRM Analytics Management 71

A Better Answer

JUNE 9, 2023

Call recording is one of the most important tools you can use to capture, analyze, and understand customer interactions over the phone. The best businesses gather as much data as possible, including data from customer service calls and other interactions.

Customer Service 55

Customer Service 55

Callminer

AUGUST 18, 2019

Better call recording with redaction could've avoid this risk. Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no.

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CSM Magazine

MAY 31, 2023

One innovative tool businesses are increasingly employing is call center recording. What is Call Center Recording? Call center recording is a state-of-the-art technology used to record and archive customer conversations during inbound and outbound calls. What Can Call Center Recording Offer?

Call Center 52

Call Center Metrics Technology Accountability 52

Education Services Group

APRIL 27, 2021

ESG, the leader in Customer Success as a Service ® , is proud to announce record-breaking 2021 Q1 results. After the best year in ESG’s history and another record-breaking quarter to kick off 2021, that’s just continued to validate the need for our expertise,” said ESG CEO Michael Harnum. Global Enterprise hygiene and health company.

Consulting 98

Consulting Consulting Enterprise Technology 98

OrecX

MAY 1, 2020

With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. You want full control of/access to your recordings so they can be shared with the best 3rd party AI vendors for customer experience and speech analytics.

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Management voip Telemarketing At home agents 71