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Call centers are a great way for companies to connect with their customers and meet their service needs in a convenient and personalized manner. Call centers can act as hotlines that offer clients helpful after-market services and troubleshooting assistance. They are also a great way for companies to gather and analyze client information and feedback so that it can be used to improve and tailor their services and product offerings. However, if the quality of the service offered by a call center is suffering, then it may be time to consider using a DVLR system to review customer-agent interactions and pinpoint areas that need improvement.

Customers want to be able to contact a company’s call center with limited delay and resolve any issues quickly and effortlessly. Unfortunately, this is not always the case, and oftentimes calls come to an end with the customer feeling less than satisfied with the overall experience. Common complaints associated with call centers include:

– Being kept on hold for an extended period of time

– Dealing with agents that are either not helpful, ill-informed, or rude

– Being transferred to different departments multiple times, and then having to repeat their situation each time, before they are put in contact with someone that can resolve their problem

Call recording technology can be used to reduce and minimize these types of complaints. Thanks to modern voice recorders, calls can be easily archived, and then retrieved as part of employee training exercises. By using real-life call recording examples, management can pinpoint areas that need improvement and agents can gain a better idea of how to handle demanding customers or difficult situations. Employees that are better trained are more efficient, meaning each call can be handled in less time, and more clients can be serviced in the same amount of time.

Some DVLR systems may be integrated with call center databases, allowing customer information to be shared among employees, so that repetitive questioning and client identification becomes unnecessary. Call recording will also result in greater employee accountability. Employees that know they are being recorded may be less likely to exhibit rude or negative behaviors. Positive changes in work quality can then be rewarded, resulting in better-motivated employees.

Call recording and voice recorders are tools that can help train and empower customer service agents, leading to reduced waiting times, call transfers and ultimately a better experience for the client.

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For the past ten years, nearly everyone involved in the communications industry has heard the buzz about the next wave in emergency response, referred to colloquially as ‘Next Gen 911’, but beyond a catchy name and weighty reputation, what exactly does this service upgrade entail?

Well, the best way to think about it is as a brand new, significantly larger, information infrastructure. Whereas the current system allows for communication with emergency response experts via telephone only, Next Gen 911 is an adaptation of the same model, but designed to accommodate modern communication devices. Emergency operators will soon be able to process text messages, videos, pictures, and even data files which have been sent from the general public.
This not only allows for greater access to emergency response, it also allows the operators themselves to develop a clearer understanding of each emergency situation. This will help them properly allocate both resources and personnel, as well as allowing operators to provide more accurate instructions to the person who contacted them. Simply put, it is a system that will make the process of saving lives more efficient and more effective by allowing for the greatest possible communication between those on the ground and those who are able to help.

Originally developed and proposed in 2000, the new system officially achieved proof of concept in 2008, and has been closing in on full implementation for several months now. With it being such a large scale and obviously important operation, the logistics of bringing Next Gen 911 to reality across North America have demanded a lengthy and inclusive testing phase, but now that it has reached the point of implementation, the excitement around this life-saving technology is beginning to build quickly.

With beneficial applications that are still revealing themselves to this day (including better access to emergency response for the hearing impaired and the ability communicate to oncoming traffic that an accident has occurred ahead), Next Gen 911 infrastructure has proven itself to be the next step in emergency response technology, capable of cutting costs, reducing inefficiencies, and most importantly, saving lives.

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As technology continues to advance at a breakneck pace, more and more experts in the field of healthcare have turned to the use of public safety recording equipment, or voice recorders, as a method of bridging the gap between modern data retention and our most common form of communication technology–the basic telephone. Similar to systems used by emergency operators and even to those used by military operations that require the storage of communication data, these systems are now becoming an indispensable tool in the field of healthcare.

The first, and most obvious benefit of these voice recorders is the ability to provide proof of compliance to regulatory requirements. With stress on the healthcare system reaching an all-time high, government officials on all levels have turned their focus to ensuring that all regulatory requirements are being met in order to maximize the healthcare system’s efficiency. The ability to record and retain phone conversations allows for a safety net to reinforce contract agreements, payment information, and details pertaining to insurance coverage.

Obviously, the possession of this type of data requires significant protection, which brings us to the second benefit of this budding technology: security. Restricted user access, encryption technology, and other enhanced safety features provide peace of mind.

Particularly in the field of healthcare, misinformation can lead to a variety of dangerous situations. In the event of a dispute over whether or not a patient had received proper direction, it can often be difficult to determine who, if anyone, is at fault. By enlisting the services of high quality voice recorders, the issue of liability becomes an open and close case, potentially saving thousands in costly litigation fees.

At one end of the spectrum, call logging technology is a daily convenience, something that can save hours each week by providing quick and easy access to conversations that have already occurred. On the other hand, a voice recorder can also easily save thousands of dollars in unnecessary legal fees. No matter how you cut it, this is one audio track that is worth listening to.

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When there’s an emergency taking place the natural reaction is to pick up a phone and call the police. Yet in today’s society where sophisticated cell phones and digital technology are the norm, these emergency calls may come in the form of live texting or a video phone call. Public safety organizations need to have systems in place to properly record and store these types of calls .

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