Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and […]

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What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […]

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New Business Systems Guide Highlights Need for Quality Call Monitoring Technology

Business Systems (UK) Ltd has launched a guide to quality monitoring that indicates many contact centers have not yet invested in any formal quality monitoring technology.  Instead, they rely on traditional contact center quality management, including live side-by-side monitoring of agents or manually logging evaluation results after listening to call recordings. A recent Call Centre […]

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