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 every interaction. By categorizing, tagging, and scoring 100% of customer interactions, customer conversation analytics reveals the opinions, desires, and needs driving customer choices and gives companies a deeper understanding of what is required to create exceptional customer experiences." M ..read more

Agent compliance infractions can lead to unwanted penalties for your organization. Consider this: Dodd-Frank Act penalties can amount to $1 million or more PCI Compliance penalties can be $5,000 per month per agent MiFID II infractions can total $10.8M or 2% of your company's annual revenue HIPAA infractions can cost up to $50,000 CMS Final Rule 2023 penalties can amount to $2,007,500 per hospital Each of these regulations requires certain call recording requirements. Dodd-Frank Act (U.S. financial services regulation) All communications relating to pre-execution trade i ..read more

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 considering upgrading your existing one to ensure you are procuring the best solutions for your needs. Here are the top 10 questions to ask each potential recording vendor: 1. Do you offer call recording, screen recording, quality monitoring and mobile recording software? You want a modular-based soluti ..read more

Health insurance providers can no longer avoid recording their customer/prospect calls. It is now the law. CMS Final Rule 2023 (from Centers for Medicare & Medicaid Services - CMS) was announced in May of 2022 and stipulates new call recording requirements for health provider agents. This new rule is set to go into effect on October 1, 2022, and it will require all Medicare and Medicaid marketing calls (including enrollment related interactions) to be recorded and stored for 10 years. Its launch date is designed to go into effect just before the start of the 2023 Annual Election Period for ..read more

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 solutions don't always serve you the best. For call analysis, you require certain elements in a call recording system that not all recorders have. These include: Dual channel audio capture - Recording the agent and the customer on separate, distinct channels so the parties can be isolated upon playback ..read more

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, team leaders and/or quality evaluators who can use those relevant sections of an interaction to better coach underperforming agents.  The accuracy of that analytics process not only comes down to the quality of the analytics software but also the audio that is transcribed. In fact, the transcrip ..read more

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, but before they give it to you, they charge you again. So why does this happen? Well, it's due to a few reasons: Many call recording software vendors are greedy Some vendors claim it is complicated and time consuming to export your recordings in a playable, industry standard format - which it shouldn't ..read more

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 the customer conversation to operate. With jumbled audio or two individuals speaking over one another, the resulting analytics will be flawed, at best.  The chart above shows that for every 1,000 words of transcribed text, you could have at least 180 incorrectly transcribed words without the phoneti ..read more

It's like the chicken and the egg - which came first: the call recorder or the recording engine? Honestly, it doesn't matter because they are not necessarily inextricably linked, as they serve to very different use cases. A call recorder is a piece of software (or hardware and software) that captures customer calls and stores them for later replay. Most recorders have a dynamic user interface to enable multi-criteria searching to quickly locate the calls you need most for compliance, dispute resolution, quality assurance, etc. A recording engine is quite different, although you may not initial ..read more

Call recording provides a wealth of opportunity for businesses, most notably for agent performance management, quality assurance, customer intelligence, compliance, and risk mitigation. Recorded audio can be mined to distill critical insight which empowers each of these areas. A recorded interaction of both voice and screen, for example, can uncover workflow breakdowns that cause longer average handle times (AHT). Another recording might show an agent who is not properly complying with government regulations like GDPR, TSR, PCI, etc. Yet another could uncover important competitor information t ..read more