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Planning call center metrics strategies for success
Managing call center metrics
Video discussions about CRM metrics
- Find the balance between operational and internal metrics
- CRM metrics: ROI, defining influence and measuring social CRM initiatives
Call center metrics terminology

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This content is part of the Essential Guide: A guide to call center metrics

Definition

call logging

WhatIs.com

Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between call center agents and callers. These practice is used for staff training and development, customer quality control and liability protection.

Contact center applications that use call recording include:

Order verification
Security and safety
Customer service

Contact centers that implement call recording, logging and monitoring often see an increase in productivity, improved AHT (average handle time) and better customer relations.

This was last updated in October 2006

Continue Reading About call logging

Line 56.com offers an article about quality management in contact centers.

Dig Deeper on Contact center software and applications

speech analytics Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.

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Actiance Vantage: Keeping UC in line with compliance regulations Actiance's Vantage includes call monitoring and recording for Lync, to help enterprise UC and collaboration stay in line with compliance requirements.

stream recorder (stream ripper) What is stream recorder?A stream recorder (sometimes called a stream ripper) is a program used to save streaming media to a file so that it can be accessed locally.

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shaunparker - 9 Aug 2019 5:31 AM

call logging data is usually a text stream which can be provided in a number of different ways including TCP/IP, Serial Cable, direct access to Database, etc. The amount of information output by each telephone system is different.call logging feature is available on enterprise-level-hosted-phone-system.

Essential Guide