August 11, 2012 @ 11:34 AM

The Implications of Sarbanes-Oxley on Call Centers

The Sarbanes-Oxley Act (SOX) In response to a number major corporate and accounting scandals early in the new millennium (which cost investors billions of dollars), Congress passed the Public Company Accounting Reform and Investor Protection Act, otherwise known as the…


July 23, 2012 @ 3:20 PM

Upgraded Call Center Recording platform essential to stay competitive-and profitable-in call center business

As the ever-changing call center environment continues to encompass increased global competition, technological advances and growing regulatory demands, managing a growing and profitable call center has grown more challenging. It has become a very complex task. Having the most advanced…


June 25, 2012 @ 8:34 AM

Data mining with speech analytics key to improving CSR performance & call center business

It’s always challenging to grow call center business while enhancing customer service representative (CSR) performance, remaining competitive, and increasing profitability. The performance of CSRs, and their call handling of customers, is one of the most critical factors in the success…