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It Starts with Reliable Quality Interaction Recording

机译：从可靠的质量交互记录开始

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摘要

Interaction recording is the first step in the process to evaluate and improve customer service, increase quality, optimize a workforce, or ensure regulation compliance. However, in most cases it is the least discussed product when contact centers are considering WFO Solutions. Solution providers do not spend millions marketing interaction recording. Why should they, when it does not have the sizzle of "speech analytics" or "workforce management"? Interaction recording is often mentioned as an afterthought and presented as if all recording products do the same thing, the same way and deliver a simple file so that all the "real" technologies can perform their magic. Don't get me wrong; these other solutions and the associated processes are critical to achieving better customer service and operating more efficiently. But, without a quality and reliable interaction recording product in place, the other processes do not consistently take place to produce their benefits -not to mention, having peace of mind when it comes to regulation compliance.
机译：交互记录是评估和改善客户服务，提高质量，优化员工队伍或确保合规性的第一步。但是，在大多数情况下，当联络中心考虑使用WFO解决方案时，它是讨论最少的产品。解决方案提供商无需花费数百万美元进行营销互动记录。当没有“语音分析”或“劳动力管理”的滋味时，他们为什么要这么做？交互录制通常被认为是事后的想法，并且呈现为好像所有录制产品都以相同的方式，相同的方式并提供一个简单的文件，以便所有“真实”技术都能发挥其魔力。不要误会我的意思；这些其他解决方案和相关流程对于获得更好的客户服务和更高效的运营至关重要。但是，如果没有质量和可靠的交互记录产品，其他过程就无法持续产生效益-更不用说，在遵守法规方面要放心。

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