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When it comes right down to it, the simple truth is that the more information a manager has at his or her disposal, the better service they will be able to provide to their customer base. This is one of the single most important factors in the recent shift we have seen towards managing directors of public offices, such as utilities and services, using a digital call recorder to supplement their customer service.

The premise is actually quite simple. Each communication an employee has with a customer over company phone lines is recorded and digitally encrypted. It is then stored in a highly secure database and preserved in case it is needed as a reference in the future.

The benefits begin with the obvious; employees will waste less time when they know they are being monitored. Personal calls and other communications which are irrelevant to business operations drop very quickly once a digital voice recorder has been installed, improving efficiency and streamlining daily operations.

Second, there is the ability to quickly and definitively resolve differences between what a customer recalls about a conversation and what an employee recalls. This can be a factor of providing the utmost in customer service, which all managers value, but it can also provide a layer of legal protection. It today’s litigious social environment, simply having access to an unbiased recording of what was actually said can save thousands in legal fees, not to mention countless headaches along the way.

At the risk of stating the obvious, the more information a manager has at their fingertips, the better decisions they will be able to make. Simply providing managers with the tools they need to properly do their job can make all the difference in the world, and digital communication logs do exactly that.

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It has been said that knowledge is power. Well, if that is the case, then it stands to reason that gathering as much knowledge as possible would be in the best interest of just about any manager, in just about any industry. Perhaps that explains the growing popularity of communication logging technology, or the comlog recorder.

Simply put, this technology allows managers to save and store a digital record of any communications undertaken by his or her staff. The main application of this technology thus far has been the logging of voice conversations, which has led to significant upticks in production across the board. All communication occurring over the company’s phone lines are recorded and stored in an encrypted database which is accessible only to those in management positions.

Not only does this ability deter the obvious problems, such as rude customer service or misuse of company time for personal calls…but it also allows managers to go back and get to the bottom of genuine misunderstandings. Much of the time when a problem occurs, it has little to do with bad intentions, but instead can be traced back to a simple hiccup in the communication process.

Of course, this also provides a comforting layer of legal protection in the event of a discrepancy between a customer’s recounting of a conversation and the account provided by an employee. When it comes right down to it, listening in on the original conversation is often the only way to resolve an issue in which both parties genuinely believe they are correct.

From legal protection to quality control, the ability to log and access a business’s communications is an invaluable tool for just about any manager in just about any industry, and it is only a matter of time before systems such as this become the rule as opposed to the exception.

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