Does your Call Recorder Prime or Prevent Analytics?
Thursday, March 23, 2023
Conversational analytics is the name of the game today in the call recording world. According to leading conversational analytics provider, CallMiner, " Conversational analytics delivers clear insight into the mindset of the customer by monitoring and analyzing their behavior and emotion during e...
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8 Questions to Ask a Prospective Recording Vendor
Friday, December 9, 2022
Picking the right call recording vendor can greatly impact your customer service levels, agent performance scores and even your compliance penalties. Not all recording solutions are created equal, so you need key questions to ask prospective vendors when you are looking for a new system or consid...
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Are you Call Recording or Call Analyzing?
Wednesday, June 22, 2022
For years, companies have been recording customer calls for quality assurance, compliance and risk mitigation. For those purposes, standard call recording solutions work fine. But, when you want to start analyzing your calls for customer insight like buying patterns, traditional call recording so...
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This Call May Be Transcribed for Quality Assurance
Wednesday, May 25, 2022
In many organizations, call recording is a means to an end. That is, upon audio capture, recorded calls are then transcribed and mined for meaningful keywords and phrases like "mad", "unhappy", or "cancel". Conversational analytics engines automatically identify these words and can alert managers...
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Why Audio Capture Vendors Hold your Call Recordings Hostage
Tuesday, May 17, 2022
Did you know that many call recording solutions charge a substantial fee to access your own recorded audio data? It's true, even after you've already paid for their software. If you think this doesn't make sense, it doesn't. It's similar to going to McDonald's and paying for a Happy Meal, bu...
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Mono Recordings Lead to Flawed or Incomplete Analytics
Friday, May 6, 2022
Call recorders serve many functions, and one of their most valuable is the ability to feed recorded audio to transcription and conversational analytics engines to distill customer insights that move the needle on performance and revenue. These engines holey rely on the recorded audio file from th...
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