Collaboration recording is the name that's been attached to the ability to record voice calls as well as video interactions from desktop phones, mobile devices and web conferences. In fact, a recent ISI Telemanagement Solutions Inc. blog refers to this type of thing as a game changer.
Large contact centers facilitate thousands of interactions with customers every day. Each one of these interactions provides a data point that can be used to fine tune scripts and approaches. However, all of this data is only useful if it can be collected. Call accounting is thus key for good management. Because so much data is generated and collected, call recording must come with powerful data analytics to allow managers to comb through all of this information and pull out the useful nuggets that can help identify approaches that are working and ones that need to be eliminated.
The mobile device explosion is upon us, and organizations throughout the world are scrambling to keep on top of the plethora of devices their employees are bringing into the corporate environment. Getting a handle on BYOD isn't a simple process, but with proper policies and security practices, businesses can ensure personal devices facilitate productivity instead of causing trouble.