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Call recording is the procedure of capturing audio and screen activity related to call. With call recording, the discussion between a customer and a representative is taped so that it can be stored, recovered and evaluated, according to organization needs. In addition, when paired with screen recording, call recording software application can catch the series of screens the agent accessed, including any data they entered.

Call recording is a critical component of a contact center's quality management program, and may also be needed for compliance functions. When used for quality management, call recordings can be reviewed and evaluated by supervisors or quality analysts to figure out if representatives are following call circulations, building rapport, using cross-sell items, managing the call, offering accurate information, etc

In addition to representative examinations, call recordings can be evaluated to assess the rollout of brand-new promos, determine call drivers and experience trends, identify refresher training subjects, and more. Because call recordings include a direct goal record of the consumer experience, they are a rich source of information that can be used to improve operations and boost the level of service delivered.

Then, depending on the market or what data is being collected, there might be extra requirements that the contact center requires to adhere to. For instance, contact centers that gather charge card information need to be certified with PCI standards. This suggests, for instance, that contact centers can't tape-record credit card security codes.

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When choosing call recording software application, contact centers should search for a solution that supports both their quality management and their compliance needs. How This Is Noteworthy can assist GOOD CXone is the market leading contact center software application in use by thousands of clients of all sizes around the world to help them regularly deliver exceptional consumer experiences.

CXone consists of NICE CXone Recording Pro, which supplies protected, full-featured voice and screen recording for audio and digital channels to please contact center compliance and quality needs. Follow compliance guidelines with abilities to meet GDPR, PCI and HIPPA standards, including encryption, automated and on-demand masking, consent-based recording, comprehensive retention choices, and Secret Management.

Contact center leaders can likewise easily search, retrieve, and monitor recordings through user-friendly, unified search user interface.