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Recording for every business eBook: Call Recording - A Look at How it Works and What it Does

Call Recording Featured Articles

Staying Away from Call Recording Problems in California
Call recording is a common practice undertaken by companies, usually for their own internal statistics and to provide better training for its employees.

How to Record Your Own Customer Service Calls
If there's one thing that's become abundantly clear in the last few weeks, it's that call recording can not only save customers money and hassle, but also make some fairly major companies nervous. Ryan Block recently put call recording to work showing off the impact of a call with Comcast customer service, and Tim Davis likewise showed off its power getting charges taken off a bill with a call recording to play. So that's got some wondering, hey, how can I record my customer service calls for po…

Judge Dismisses Young's Cell Phone Recording Case Against Hilton Worldwide
According to The National Center for State Courts, Americans file about 16 million civil lawsuits annually, which makes you appreciate why lady of justice wears a blindfold. While not every suit is frivolous, many are filed by large law firms in the hopes of getting a class action that will pay their very hefty legal fees. Often times these suits are initiated by a single individual and become part of a larger proceeding when one of these law firms sees the potential. In the case of Young v. Hil…

Call Recording Week in Review
Tim Davis, who moved to a new house, installed his own Comcast equipment and found that the service had gotten a little "spotty," so he called tech support. The rep told Davis that the visit from a technician wouldn't result in any charges. But Davis saw a $182 bill for charges related to a "failed self-install", as well as for a wireless network setup that Davis didn't even know existed. Davis had recorded his call to Comcast, so when he complained, he had proof.

New Version of CXM Now Available for Contact Centers
CXM Inc., a developer of call recording, screen recording, performance evaluation, agent coaching, workforce management and speech analytics solutions, recently unveiled version 5 of CXM (Customer Experience Management), its call recording and quality monitoring solution.

Customer Call Recording Hits Comcast Again
Normally, when we call a customer service line, we're often treated to the disclaimer that this call may be recorded for training purposes or to improve service. But even when that disclaimer doesn't come up-and sometimes when it does-the call is indeed being recorded, but by the customer. This already lead to the now-infamous case of Ryan Block, a tech journalist who called Comcast and endured a 20-minute disaster-eight of which he recorded-and showed us all just what's going on on the other en…

Bookmaker Updates its Call Center Technology
The placing of bets on sporting events is alive and well, and many people still place their bets over the phone. To facilitate this, bookmakers must operate a series of phone lines, and in the case of large bookmakers, they often operate enterprise-scale call centers to serve their clientele. One bookmaker recently announced the update of its call center in Greater Manchester, England.

SmartVoice Panel Spreads the Word on Call Recording
Call recording gained ground in the call center arena as a way for organizations to capture calls so they could assess where agents might benefit from additional training. But the opportunities for call recording continue to expand both within the contact center and beyond, as more businesses aim to collect, store, and analyze what goes on during their real-time interactions with customers.

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Tech Talk Featured Articles

Transera Unveils Customer Engagement Analyzer 2.0
Recording and understanding customer interactions is a vital aspect of customer service for a contact center. They employ various technologies to record this important data.

Encrypted Phone Calls will Protect Mobile Phones from Tapping and Other Intrusions
Encrypted phone signals are one way to gain an edge over eavesdropping practices, but generally these are limited to hard-line and VoIP phones, and don't always transition to mobile. Today however, several call encryption apps exist that allow smartphone users to curb the effects of eavesdroppers by encrypting their mobile calls.

OAISYS Wins TMC's CUSTOMER Magazine 2012 Product of the Year Award
OAISYS has announced that the company's Tracer with Mobile Recall product has received the CUSTOMER Magazine 2012 Product of the Year Award from Technology Marketing Corporation (TMC). Mobile Recall products enable OAISYS Talkument and Tracer software solutions.

omNovia app now includes Recast technology
omNovia Technologies, a company that provides webinar and webcasting solutions, recently announced an addition to its mobile app. The company has now featured its mobile app with omNovia's Recast technology which now allows the users to replay omNovia hosted webinars at their convenience in an interactive mode.