On The Record

Call recording and social media applications

April 8, 2009 8:08 PM

Social media in the enterprise is a frequent topic these days. In my opinion the conversation is normally too narrow as it should include UC and VoIP in addition to the methods of interacting made famous by the likes of Facebook.

I think call recording can be a critical link between voice communications and these social media applications. Creating digital media out of voice communications that is indexed and automatically associated with the proper topic threads with the necessary layer of access permissions would streamline business communications by speeding information sharing and reducing miscommunications in an asynchronous way that works better in today's ever-more-busy lifestyle.

What do you think? Would you want to have some or all telephone conversations automatically published to subject-appropriate portals? Continue Reading...

Recording the voice of the customer

March 5, 2009 1:53 PM

As the leader of my business, I know I am supposed to seek out and listen to the voice of our customer. They will tell me - one way or another - what they like and dislike about our products and services, as well as where we need to be headed to continue to be relevant to them.

I also know this is not easy. Many customers do not want to take the time to tell me how to improve my business. Many contacts within my customers are content but somewhat disconnected from day to day use of our products. Continue Reading...

Helping to solve big challenges

February 23, 2009 3:55 PM

Our healthcare system is a constant news topic today as the government looks at ways to make it more efficient and patient-friendly. One of the issues with the system is that of insurance. There are many statistics being tossed around noting how many have and do not have insurance, etc. What is sometimes overlooked is the burden the current healthcare insurance system puts on the overall healthcare system and thus those that do not have insurance.

Per research conducted a few years ago by the American Medical Association it is quite common for insurers to reduce, delay and deny claims that should be authorized. Continue Reading...

Serving customers in the consumer services industry

February 10, 2009 7:57 PM

Maintaining high customer satisfaction levels in consumer services can be quite daunting. The first experience is typically a phone call to check prices, determine availability and schedule service. Then, an employee with little or no direct supervision will go onsite with a mission to deliver the service to the customer's satisfaction and collect payment, often after attempting an upsell to a premium service or to include an add-on.

Take for example, carpet cleaning. When scheduled, the consumer is usually thinking "I just want a clean, comfortable home for my family." But there are so many options and the prices can vary substantially.

We recently documented the case of a Stanley Steemer franchise in San Diego, CA, who uses our recording technology to ensure proper customer communications and immediately resolve any disputes over included services, schedules and pricing.

Hot topic at ITEXPO East

February 4, 2009 9:25 AM

I've spent much of the last day or so speaking with distributors and other partners interested in whether the economy is making it easier or harder to get attention from channel partners. My honest response is that channel partners are more eager than ever for applications and business solutions that make immediate impact in the form of ROI because their traditional product lines - communications platforms and phones - are not driving the same rate of sales as before.

End users need solutions to real problems around customer retention, business protection and cost reduction. Channel partners and VAR's are a sharp bunch; they want to sell what customers want.

So I am excited about our present opportunities. I'm interested to know what others think. Continue Reading...

See you at ITEXPO East in Miami

February 2, 2009 8:01 PM

I will be attending ITEXPO East in Miami these next couple of days. I am interested to gauge the state of the industry given all of the changes that have taken place since ITEXPO West last September.

My primary purpose is to deliver a presentation regarding the use of call recording solutions to protect business assets while concurrently gaining operational advantages, something few insurance investments can offer. Businesses face greater scrutiny and oversight today than in recent times, both from the government and customers. Call recording can be used to more effectively address these constraints while making the business more customer friendly, boosting the top and bottom lines.

If this topic appeals to you I hope are able to attend this session and gain from the presentation.

Looking forward to seeing everyone in Miami... Continue Reading...

Strong growth in IPCC market

January 6, 2009 10:50 AM

The findings reported in the recent Infonetics study on IP Contact Centers are significant. The global IPCC market will finish 2008 up 37% over 2007 according to the report as quoted on TMCnet:

http://www.tmcnet.com/channels/voip-contact-center/articles/48064-ipcc-market-finishes-2008-strong-expects-slower-growth.htm

This can be taken in a number of ways but I suggest it indicates a move to retain customers through stronger customer service initiatives, perhaps as a replacement to other, costlier revenue preservation or growth tactics.

To me this makes sense. I have yet to read a research study that indicates customer service perceptions to be anywhere near a high point so there is a known gap to be closed.

The real issue will be in execution. I hope companies investing in this technology are doing it based on a broader strategy to align customer friendly processes with enabling technology and people suited to care for customers. Continue Reading...

Happy New Year

December 29, 2008 2:17 PM

Happy Holidays! I am turning my attention to the new year and beginning to wonder what the business landscape holds in 2009. Every year it seems we are greeted by surprises that cause significant changes to the marketplace. Looking back on 2008 certain themes took root and will continue for some time. Continue Reading...

$2.25M settlement over unfair debt collection practices

December 5, 2008 7:28 PM

I expect business owners and managers are fearful as ever about the risks of doing business. I recently read a report of a collection company agreeing to a settlement of $2.25M (

http://www.lvbusinesspress.com/articles/2008/12/01/news/iq_25350820.txt) to avoid proceedings related to complaints for violation of the Fair Debt Collection Practices Act. Essentially, the company was accused of using unfair practices such as threats of wage garnishments and other tactics that are illegal.

What is not discussed is whether the company documented its calls to prove its innocence or not? I must assume any business person would establish their business with the intention of complying with applicable regulations in the attempt to earn a good profit and KEEP it. If that was the case, a recording system would be useful both to verify compliant practices and train the staff on how to consistently use compliant practices.

When such an extreme case is presented it begs the question how can any business driving the majority of its revenues and profits via telecommunications NOT document those transactions for protection at minimum?

Keeping your company safe

December 3, 2008 12:17 PM

I met a friend for lunch yesterday and we got onto the topic of unions. He spent a number of years running his own engineering company in Phoenix and he was recounting a time with his first employer, an engineering and fabrication company. The business was quite successful, more so than its competitors at the time. The owner paid fair wages based on each person's output, but the workers began talk of unionizing anyway.

My friend told me that the owner held a company meeting and made it clear if the union came in he would close the business. The owner said the introduction of unions to their competitors was one of the reasons they were winning business, and that some of those companies had even closed their doors because they were no longer competitive.

Well, the workers had a union rep come in for a meeting anyway. The owner decided to attend the meeting to hear what was said. During the meeting, the union rep stood up and announced "here are the exact numbers for this business - look how much profit it is making!" At this point, the owner quietly slipped out and called the police. He returned to the meeting, stood up and asked "where did you get that information?" The union rep stammered and wavered, not giving a direct answer. The owner finally told the crowd that the only copy of those numbers was held in his personal safe with no copies anywhere else. The police entered the room and took the union rep away. He had broken into the safe at some point prior to the meeting to secure the information in an attempt to win over the workers.

As my friend finished telling the story, I immediately thought of how simple business was back then and how much things had changed. Is your confidential and valuable business information truly private and secure? Do you have any way to know what your employees tell your customers? Do you have a safe in which to store the only copies of your most valued information? Considering these issues, more surely today will I record my business calls given the informational and services nature of my business --because I cannot risk the unknown. I urge you to protect your business assets and relationships in any way necessary, too. Continue Reading...

Down industry continuing to invest in this space

November 26, 2008 10:01 AM

It is hard to escape images of downtrodden US auto manufacturer executives today as they look for government support. The auto dealer market is not much better off. Take Bill Heard Chevrolet as an example of that. This was the largest Chevy dealer in the world until it shut its doors for good earlier this year due to its financial situation in this difficult market (http://www.autoblog.com/2008/10/01/bill-heard-chevrolet-files-chapter-11-owes-229-million/).

In all of this I continue to see an upward trend of investment by auto dealers in call recording and management technology. Continue Reading...

Quality Assurance / Recording Industry's Time to Shine

November 14, 2008 4:01 PM

I spent some time this week presenting to a dedicated group of Mitel VARs that gather quarterly to share best practices. The meeting yet again confirmed my belief that economic downturns are tremendous opportunities for technology consultants and VARs that understand how their products and services can make significant, quantifiable and immediate impacts on the revenues and operating expenses of their customers.

One cannot help but read news of companies revising downward revenue and profit forecasts while blaming the credit crunch and global economic challenges. This is part of our current brutal reality. Ok, now what?

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