'Can you hold please?'

Solutions, Trends and thoughts

Have you ever heard of the saying, ‘All good things come to those who wait’?  Well in certain instances, this may well be the case, but in other instances this certainly isn’t!  Imagine you’re waiting in a queue for half an hour and it’s your turn to talk to the advisor at the end of…

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Cisco UCCX Integration with Verba

Cisco, Trends and thoughts

For contact centers to operate effectively it is essential to monitor and measure the productivity of agents. This week we would like to highlight how the Verba Recording System provides deep integration with Cisco Unified Contact Center Express (UCCX) to enrich your recorded customer interactions.

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New feature: Is Silence Always Golden?

Solutions

A relatively new feature called cross-talk and silence detection has been added within call recording software, which can be used in contact centers to evaluate calls. So, what exactly is cross-talk and silence detection? Well, the recorder stores the length and percentage of pauses or holds and detects cross–talk periods, when both parties speak at…

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Dealing with Dead Air

Solutions

Does this sound familiar?  “I called the contact center to query something and guess what?  No sooner had the agent said ‘hello’, I was placed on hold for ages… I  was so annoyed!” Picture the scenario: you contact your electricity company and during most of your call you hear dead air (periods of silence).  This…

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Quality Assurance solution from Verba

Solutions

This week at Cisco Live in London, we are releasing our new contact center quality assurance solution called Verba Performance and Quality Management Suite. This new product helps call centers of all sizes measure and enhance call center agent performance and systematically improve the customer experience. During design and development our team have worked closely…

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