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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