in ,

Excerpt: Speech Analytics on your Horizon

By. Gary Audin – Excerpt from (Speech Analytics on your Horizon – July 2, 2019) Speech analytics are becoming mainstream in banking, finance, insurance, and business process outsourcing. Speech analytic systems can be part of contact centers where they can be used to capture conversations in order to detect behavior patterns, used to draw conclusions, and produce data that informs business decision making. Agents, supervisors, and product planners can develop business plans. The value of…

Last Updated on February 1, 2021

in ,

Interested in Free Call Recording Licenses? Testers Needed.

Are you planning to record in the following environments: Session Board Controllers with SIPREC support: AudioCodes Mediant SBCE Avaya SBCE Cisco CUBE Genband SBC Oracle Communications SBC Sonus SBC Hosted PBX platforms supporting SIPREC interface: BroadworksMetaswitch CFS If the answer is yes, Versadial is offering free call recording licenses (up to 100 channels)* in exchange for the opportunity to test and fine-tune our call recording software in your environment. For each platform listed: First volunteer…

Last Updated on February 12, 2019

in ,

MiFID II and GDPR regulations affecting the European Union

Markets in Financial Instruments Directive (MiFID II) and the General Data Protection Regulation (GDPR) laws being enforced within the European Union (EU) is making headlines and will be taking effect January 2018 and May 2018 respectively. The laws target personal and sensitive information, and they look to expand their scope and effect to businesses within the EU. If you record your calls or intend to record your calls for your business, here are a few…

Last Updated on February 14, 2018

in , ,

The Importance of Workforce Management Tools

If you’re involved in managing a call center or customer service-oriented business, you know how important effective workforce management is. You know there’s a big difference between when your staff is working optimally and when it’s not. With the right workforce management tools, you can make the best use of your staff’s time and skills, meeting customer needs quickly without wasting time and resources. Without those tools, however, it can be very challenging to create…

Last Updated on February 4, 2019

in ,

Do Small Businesses Need Call Recording?

In the past, large businesses were the only organizations to use call recording solutions. Today, however, call recording is becoming more affordable, making it more accessible to small and medium-sized businesses. With recent developments in technology, call recording systems are easier to install, require less maintenance, and are lower in price. This makes them a cost-effective benefit for small businesses. If you run a small business, you likely already know how challenging it can be…

Last Updated on September 14, 2020

in ,

Business Call Recording and General Liability Policy

We have posted a few times about call recording and the laws that bind them. It can be a bit tricky, considering each state has their own set of rules and regulations. California in particular is known as a two party state, thus, both parties on the phone need to know the conversation is being recorded. Recently, a number of class action suits have come up involving this issue, with claims that the customer never…

Last Updated on June 26, 2015

in

Does Your Business Have a Back End?

One of the most important parts of building a highly-profitable business is increasing the total value per customer. Value per customer is a metric that defines exactly how much a customer is worth to your company in the long-term. For example, if you sell a product worth $129, and your average customer buys five times, then your total value per customer is $645. Now, a great way for a business to multiply income quickly, is…

Last Updated on October 27, 2020

in ,

Employee Surveillance - You Could Be Losing More Profits Than You Think

In his book “Ruthless Management of Profits and People,” Dan Kennedy made one of the best cases ever for “employee surveillance.” He brought out dozens of case studies about employees who were costing their employers millions of dollars as a result of behaviors which could be easily corrected using employee surveillance technology. If you take incoming phone calls from prospects OR if you run an outbound call center, you might be interested in what Dan…

Last Updated on March 10, 2020

in ,

How to Source Your Own Outsourcing Call Center

Let’s face it, we live in a global economy that is becoming increasingly profit-driven but our margins are smaller than ever. The fact that 200 of the Fortune 500 companies in the US are actively involved in some measure of back office outsourcing is tantamount to that reality. Outsourcing began to bloom sometime in the 1970’s as technologies started to make the planet a smaller more accessible place. As our perceptions of distance and boundaries…

Last Updated on January 31, 2019

in ,

Having a Call Recorder System Can Financially Save You

How having a call recorder in a veterinarian and medical service office can save you financially: Most pets are considered a member of the family. So when a dog or cat needs medical attention, the owners bring their pet to the veterinarian. If surgery is needed the owner is there in person and has a clear understanding of the need for surgery and the costs involved. The owner can provide a verbal and a written…

Last Updated on January 31, 2019