Why Financial Companies Need Call Recording Software

Joe Rawlinson

Here is how call recording software can help protect your company against these issues. Call Recording Software for the Finance Industry. Call recording is a service that allows you to record incoming and outgoing business calls. You can store these calls for up to 6 years, in most cases, and review them in the future. This way, all calls related to your business phone system can be recorded, as predetermined by you.

5 key trends that are impacting call recording in 2020


Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions.


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Top 4 Reasons Why Call Recording is Critical to Contact Center Success

NICE inContact

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications. Why should you record? There are a plethora of reasons to record your calls and digital interactions. Call Analytics.

Call Center Call Recording Best Practices


Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. This post is designed to provide a basic background on call center call recording and to point call center managers in the direction of resources.

8 ways call recordings are the secret to a better customer experience


Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service. customer service Customer Experience Customer Support

Contact Center Call Recording: What you need to know

NICE inContact

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

How to Get the Most from Your Contact Center Call Recordings

NICE inContact

There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese.

Call recording: Back to the basics


Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment.

Customer Recordings and Their Usefulness with Steve Richard


Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Steve Richard from ExecVision and Vikas Bhambri from Kustomer to learn about recording customer phone calls and how the data is useful to CX agents. Call recordings.

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A New Answer to: How Much Does a SEV1 Cost Your Organization?


load testing automated testing IVR testing regression testing Test Cases contact center cx customer experience issues vulnerability call recording validation IVR call center cx monitoring cx metrics voice quality performance testing Sev1

2020 73

How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line


Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. Common is currently using Workforce Optimization Select to record incoming and outgoing calls and capture desktop screens for 80 agents, and has a total of five agents dedicated to the Quality Management program. The Workforce Optimization Select call recordings are crisp and reliable, and by adding in QA, we have the perfect combination of solutions.

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Why Your Sales Team Needs Call Recording


In your current sales process, what happens to your phone conversations after the call ends? You input notes, do after-call work, schedule a follow-up call, but the actual conversation is over. You can’t go back and replay important parts to log details or analyze the call for mood changes. What if all of your sales calls were automatically recorded and filed in your CRM so you could go back and relive that conversation any time you wanted?

Getting the Most from Call Recording Technology

Customer Interactions

Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings

Moving to Cloud: A Must for Contact Centers

NICE inContact

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Like other cloud systems, the architecture provides a more scalable environment allowing you to better support call distribution and IVR.

Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

NICE inContact

Call handle times have been reduced, resulting in cost savings. Incorporating CXone’s call recording capability with its own systems has enabled MSI to not only record calls but also to append recordings to customer records and to mask sensitive policyholder financial information within calls—all critical compliance tools for the company. Advantages of the Cloud Call Recording Customer Experience NICE inContact CXone

VoIP Call Recording Technologies – Past, Present, Future

Customer Interactions

Lately, there seems to be a lot of discussion about voice over IP (VoIP) call recording technologies. I have received many questions from customers, and participated in many conversations about the pros and cons of various VoIP call recording options and the advances in emerging technologies in this area.

Call Recording Systems: Beware of Hidden Costs

Customer Interactions

I decided to buy a new TV. Not that I really needed one, but my 32’’ set seemed awfully small next to my neighbor’s slick 50’’ panel. I had done my necessary online homework, went through the dazzling selection of brands, then narrowed it down through display sizes, high-definition (HD) technologies, resolution, contrast and a dozen other terms I’ve since forgotten. Of course, I researched price as well.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Why is your customer calling? Understand why customers are calling. Understanding what types of calls are coming allows management to create training and best practices for the most common scenarios. Being able to handle the most common calls better will help you improve the customer experience. Most contact centers sample 1% or less of their total call volume. Don’t rely on data from small sample sizes or calls to Miss Cleo.

Session Recording Protocol: Moving toward Standardization in Call Recording

Customer Interactions

One of the most exciting projects that I am working on right now is the IETF (Internet Engineering Task Force) draft for the standardization of session recording interfaces. The main idea behind this work is to take the opportunity – while almost all major telephony vendors are working on session initiation protocol (SIP)-based recording interfaces for their new SIP-based voice over Internet Protocol (VoIP) telephony systems – to create an interoperable standard for call recording

Voice Quality Validation for At-Home Agents


One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. voice contact center agent experience call recording IVR call center cx assurance voice quality custserv work from home

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Call Recording in the Small Contact Center: Vanilla Isn’t Good Enough Anymore

Customer Interactions

Simple call recording in today’s small to medium contact center (SMCC) is regarded as a standard vanilla-flavored ice cream. The tricky part is that tasty chocolate topping: namely, the more advanced call recording solutions that can really advance the SMCC. It’s a no-brainer commodity solution supplied today by a number of vendors which, all in all, don’t differ that much from one another (the working ones, that is…).

Training Contact Center Agents to Multitask

NICE inContact

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Workforce Optimization Digital First Omnichannel Call Recording Call Center Best Practices

Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Luckily, call center analytics software can help alleviate much of these compliance headaches. Many organizations still rely on compliance managers to manually review a sample of call center interactions each day to identify compliance issues and problems. Advantages of the Cloud Call Center Compliance Call Recording Contact Center Management Contact Center Trends & Insights

Why every customer support call should include CSAT and CES


Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed. Customer support agents help customers resolve issues with the extra goal of building brand loyalty.

The benefits of building emotional intelligence in your team


Based on a recent Call Centre Helper webinar, our latest post explains what emotional intelligence is, techniques to focus on, and how it can benefit your contact centre team. You might also be interested in these posts: The changing place of call recording in the contact centre.

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10 ways to make the most of Talkdesk Callbar


It’s where you’ll do everything from making and receiving customer calls, adding post-call notes, setting your availability and more. Thankfully, Callbar is incredibly easy to use, even if you’re brand new to call center software.

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3 tips on how to scale your contact center for the seasonal rush


This holiday season is expected to set records for ecommerce shopping. Agents can make and receive phone calls directly from their browser on any device alongside contextual information about the customer.

Remote Working 2.0: Optimising Contact Centres


5 key trends that are impacting call recording in 2020. Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Published on: October 16, 2020.

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Key to profitability - how UK customer experience is changing over the long-term


You might also be interested in these posts: 5 key trends that are impacting call recording in 2020. Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term.

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Calabrio Announces Calabrio Launch: QM Connector on Salesforce AppExchange

CSM Magazine

With the QM Connector, agents, supervisors and managers managing customer interactions within Service Cloud can gain a more holistic view of the customer by quickly accessing and reviewing related interaction records from Calabrio Quality Management, including call recordings, text transcriptions and screen recordings through the simple push of a button.

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From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program


The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. That RFP process is a grind, eh? After that, it would be nice to take a breather.

SICOM Serves 30,000 Restaurants More Effectively with Talkdesk and Salesforce


In 2018, SICOM wanted to improve their operations as they realized their existing contact center solutions had many limitations, including not having easy access to call recordings and a homegrown ticketing system they had outgrown. Call Center Customer Win

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What is Quality Management Analytics?

NICE inContact

If any of these situations hit close to home, you should consider incorporating analytics into your quality program: Your evaluators know the type of interaction they want to evaluate – but like Goldilocks, they tediously listen to multiple call recordings before they find the “right” one. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback.

Increase Contact Center Efficiency with CRM Integrations

NICE inContact

Data about the interaction is also automatically exchanged between the contact center and CRM systems, for example inserting call recordings and email and chat transcripts into the CRM record for future reference and reporting. Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency.

How a Workforce Engagement Solution Benefits Remote Customer Support


Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. The days of on-premises support systems and locally-based customer support agents is over.