3 Compliance Issues to Consider with Call & Screen Recording

3 Compliance Concerns for Call and Screen Recording

Although it seems fitting to record every call in its entirety in a contact center for quality control, sometimes it’s better to leave out sensitive pieces of information. To start with, if you are storing sensitive information that could possibly breech compliance authorities like HIPAA, you want to ensure your data doesn’t get hacked leaving patient data exposed and vulnerable. Here are three things to consider with data capturing:

  • Data that isn’t stored can’t be stolen: When taking information like a credit card number over the phone it’s better to prevent the recording of that portion of the call.

  • Consider the security of your contact center software: Being able to restrict access and utilize disk and network encryption assists in adding an additional layer of security required for PCI compliance.

  • Conduct user security audits: Utilize software to perform audits on your users to ensure they adhere to policies and procedures regularly as defined by PCI DSS Regulations.

If your current software vendor has not covered or brought these topics to your attention, they are long overdue for an evaluation and comparison to the leaders in this market. CXM Conform offers a solution which easily integrates with top phone system manufacturers, provides smart solutions to help you achieve PCI compliance, and is end-user friendly. Contact CXM today for more information on how to decrease compliance breeches within your business at www.cxmrecord.com.

How Healthy is Your Quality Monitoring in the Contact Center?

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When was the last time you did an in-depth analysis of technology in your contact center? Software and hardware are constantly being updated by manufacturers and it’s easy to get stagnant in your current solution. With all of the different options available it can be overwhelming to make a move to a new vendor or even to upgrade.

Here are a few questions you should evaluate to see if you might need to change your vendor:

  • Do you utilize cradle to grave recording?
  • Can your current recording capture your companies mini-Miranda with agents call?
  • Are you able to block recording on outbound calls to certain two party states by area code?
  • Are you able to record teleworkers?
  • Can you easily live monitor audio & screen?
  • Do you have the ability for a watch list setup for new agents?
  • Are you able to view agents’ notes entered on recorded call and easily searched?
  • Do you have a need for 2 way radio recording?
  • Can your supervisor take control of a call & agents desktop to provide great customer service?

If you are not currently taking advantage of some of pertinent topics listed above then you may be losing money and efficiency in your contact center. CXM makes it easy to upgrade your contact center technology. We’d love to talk to you more in depth about how to improve productivity in your company. Reach out to us here for more information.

Ways to Improve KPI Metrics in the Contact Center

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Contact centers maintain service level by relying upon key metrics. Some of these measurements revolve around how long a call might stay in queue while other times they involve agent handle time. An agent’s knowledge gap or skills are easily revealed through technology placed in the contact center to allow managers to measure KPIs otherwise known as Key Performance Indicators. Let’s look at a few ways to improve KPIs in a contact center.

Ensure Your Agents Are Taking Breaks at Appropriate Times

When an agent runs long for lunch or misses a shift all together it places added pressure on those employees who are trying to get calls out of the queue and answered quickly. The result? Customers oftentimes end up frustrated with longer wait times and agent absenteeism rates are increased.

Have the Agent Available with the Right Skill Set

Making sure you have agents scheduled who can handle calls quickly and efficiently with the appropriate skill set will affect a few KPIs. Firstly, when you have the someone who can solve a customer request first call resolution rises. Secondly, being able to quickly route a call to the appropriate person assists in decreasing the average handle time of calls. Both of these KPIs help increase customer satisfaction and maintain service level. You can easily solve these by utilizing a workforce management software program instead of manually scheduling on a spreadsheet.

Ensure Your Communications Platform Works Properly with Your Call Center Software

Your IVR or communications system needs to seamlessly integrate with your contact center software. Otherwise customers might hang up before reaching the appropriate contact, thus affecting your abandonment rates. Another issue includes the percentage of calls blocked. If your communication system is not equipped to handle enough calls then a customer may hear a busy tone instead of being able to wait in queue. By working with a vendor agnostic contact center platform, you can easily integrate call recording, quality monitoring and workforce optimization tools into your current communication system.

Give Your Agents and Supervisors Easy to Use Tools

Being able to ensure your customer satisfaction rates are high involves proper agent training and feedback. If an agent does not receive timely performance evaluations or coaching, then attrition levels and turnover sky rocket. It’s important for any contact center to have tools where both the agent and the supervisor can send and receive feedback in an efficient manner. This process starts with being able to easily search for calls. Many contact center software programs record phone calls. However, it becomes cumbersome to locate the call and then grade it for performance evaluations. Ensuring your supervisors can utilize a program with ease will allow your agents to receive the coaching needed to make them successful and decrease attrition.

If you are looking to upgrade or re-evaluate your current tools in your contact center CXM has been working with mid-enterprise companies for over 20 years. Our software easily integrates with the top PBX manufacturers and allows your end users to adapt to its functionality with ease. Check out more information through other blog posts such as Using Data to Enable Your Employees to Perform Better and Agent Training is a Never Ending Story. You can also reach out to us directly here!

If You Don't Record Sensitive Data It Can't Be Stolen

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PCI compliance is a regulatory standard for any company taking payments from customers using credit or debit cards. It involves a plethora of rules and regulations. If a company takes a customer’s sensitive information and then it’s stolen, the business that captured the information could be subject to major fines. There are easy ways to accomplish compliance when recording calls or capturing screens. Here are four ways CXM provides solutions to customers to minimize the threat of a security breach:

  1. Restricted access to data
  2. Disk and network encryption
  3. User security and audits
  4. Credit card muting

If you can’t hear it or see it, it can’t be stolen! Being able to automatically triggers start and stop to effectively pause recording of screens and voice allows CXM’s customers to maintain PCI compliance. Ensuring sensitive data is not being stored also assists with adherence to regulations. If you are interested in learning more about how CXM helps customers easily accomplish PCI compliance reach out to us here!

Video: An Introduction to Community Workforce Management Software

Community's browser-based application delivers enterprise workforce management features and one-of-a-kind ease of use. CXM is an authorized reseller of Community.

Community is elegantly packaged for easy use by all your contact center personnel, from agents and supervisors to schedulers and managers. Community is coupled with a culturally sensitive and consultative approach that brings our expertise to bear on your unique challenges. WFMSG’s proven Steps-to-Success methodology will properly assess your needs, automate countless processes and capture the efficiencies associated with uniquely powerful tools including forecasting, schedule optimization, streamlined intraday management and real time agent adherence and alerts.

Schedulers, supervisors and agents will be acting collaboratively to execute your unique workforce management strategy and become an agile workforce that readily responds to the dynamics of your customers and their behavior. Reach out to us today to learn more!

Using Data to Enable Your Employees to Perform Better

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Quality control is key for contact centers to be able to provide a great customer experience. Maintaining quality can be a cumbersome task without the right processes and tools in place. The key is to automate those processes to give agents real-time feedback. Software assists in automation allowing organizations to operate more efficiently.

One of the fundamental ways to develop better agents begins with data. Without data there isn’t a way to measure results for improvement. Performance evaluation is more effective when there is proper scoring in place. Having a software system with flexibility makes this easier. You can watch our webinar on Quality Monitoring here to learn more about how CXM helps companies with agent coaching, training and performance evaluations.

Once you have automation tools in place, then ask yourself:

  • How can we free up quality teams to bring more value for our company?
  • How quickly are we returning feedback to agents?
  • Can your agents score themselves?
  • How are we pushing training materials to help fill gaps after giving a performance evaluation?
  • What kind of reports are we able to pull?

Quality monitoring doesn’t have to be a headache if you automate as much as you can to give your supervisors time to work with your teams and maintain service level. Your organization can improve employee engagement while also lowering attrition. If you are looking for more about performance evaluation check out our webinar on Best Practices in Quality Monitoring.

Four Contact Center Changes Here to Stay

Four Contact Center Changes Here to Stay

Creating a good customer experience can sometimes be challenging. Customers are now communicating differently than they did five years ago. A huge contributor of the change in customer interaction is the use of smartphones. With push of a button, a customer can ask a question, find a phone number, website or access social media. Customers are looking for immediate resolution when they reach out to a contact center.

Here are four changes for contact centers that are here to stay:

Social Media:

Allows customers to be connected with organizations and share information with others. If you have social media channels it’s extremely important to ensure you are communicating with customers.

Omni-channel:

Technology allows seamless reporting and combines all channels for support and communication. Customers don’t want to repeat themselves over and over. Omni-channel tracks all of their communication in one place. It also helps prevent internal reporting errors.

Virtual Agents:

Today’s technology gives virtual agents the tools for effective customer service. It used to be much scarier for business owners to have remote workers. Just a few years ago, contact centers were more centralized with all employees in house. Fast forward today and virtual agents with live monitoring software and screen recording allows supervisor can manage employees without being in the same building or worrying about whether or not the agent is working properly.

Self-service portals:

Empower customers to quickly resolve something on their own. Sometimes it’s unnecessary for a customer to have a live conversation when they have a quick question. Creating an FAQ list allows clients to do a quick search before contacting a live person.

As technology advances, we will see additional trends develop. CXM provides tools that supports contact center solutions while maintaining end user adoption. Your contact center doesn’t need to be left behind the times. Reach out to us today to schedule a demo.

Agent Training is a Never Ending Story

Agent Training is a Never Ending Story

It’s often assumed that once an agent is trained during onboarding they are masters at what they do from then on. However, the best agents are the ones that are provided continuous learning, training and eventually work with teammates as mentors. Here are a few tips about agent training and how you can provide ongoing education within your contact center.

Training is not a static effort

An organization cannot stop at just the beginning. As the customer journey is evolving constantly and products or services are developed agents require updated information. Take cell phones for example. Imagine if you hired someone 10 years ago and only trained them on how to handle the Motorola Razor or Palm Pilot. Those products are no longer even in existence. Now cell phones operate as mini computers (sometimes even computing faster than an actual computer). The customer has also changed. They went from being only able to utilize their cell phones for calls, games, calendars/to do lists, and texting. Today the customer utilizes more data through applications than ever before. As products and services develop, agents need to be able to keep up with the customer and receive ongoing coaching and training to ensure they are giving customers better advice and service.

Agents learn in different ways.

Some learners are auditory and require asking a lot of questions and conversation to comprehend information. They easily get bored sitting in a classroom or streaming through a slide deck. Visual learners usually require diagrams or pictures to understand. Finally, kinesthetic learners require repetition. Providing regular coaching and training that touches all three learning styles ensures your agents provide better customer service.

Provide a toolbox to give management efficiency and effectiveness.

Being able to quickly assess where an agent is in their skill set allows supervisors and organizations as a whole to assess gaps. If your team is green and needs frequent reminders about the basics of how your organization communicates and problem solves with customers then you may want to give them the small pieces of information with quizzes to ensure comprehension. A more developed team or agent may just need regular performance evaluations to ensure quality.

Although there are many ways to achieve proper agent coaching and training remember there are several experts who mastered policy adherence and management. CXM is one of those experts. We’ve been working with contact centers for over twenty years and develop our own software. No customer is the same. We work at helping your organization assess missing gaps. We then provide solutions to bring value to your contact center. If you’d like to learn more reach out to us at sales@cxmrecord.com or check out a few of our other resources like How to Solve the Biggest Problems with Quality Monitoring.

Four Ways to Have Better Conversations with Your Customers

Four Ways to Have Better Conversations with Your Customers

The customer journey begins with how an agent builds rapport. People buy from those they like and trust. Conducting better conversations with customers allows your organization to thrive. There are a few key points to building rapport. The agent needs to allow themselves enough time to open the conversation, understand the key points, and pace the flow of the call to allow the customer to receive timely service. Here are four ways for agents to have better conversations:

  1. Introduction and Greeting: The first few seconds of any call is key to how a customer will respond to an agent. Begin with greeting the customer and finding out their name. A great example of a company who does this is Hubspot. They make it a point to find out the caller’s name every time a client calls into support. Have your agent write it down immediately to ensure a personalized touch and then utilize it throughout the conversation.
  2. Understand Why the Customer is Calling or Contacting the Organization: By comprehending key points you’ll be able to better assist with handling the client. Being a good listener usually involves repeating back or paraphrasing what the customer is looking to accomplish. For instance, if they are looking to make a purchase it’s always a good idea to know what’s driving them. That way you can align their needs to a solution.
  3. Be Consistent with the Speed of the Conversation: A good rule of thumb is to match the customer’s pace. If they are speaking a little rapid, you may want to consider picking your speed up while maintaining friendliness. If they are softer and a slower talker match their tone so you do not overwhelm. A good way to ensure your agents are accomplishing this is to have the right tools in your environment for quality monitoring. Call recording, screen capture and live monitor give supervisors an efficient way to listen to calls and provide feedback to the agent.
  4. Closing Remarks and Action Items: Once you resolve the client’s needs it’s time for closing remarks. Ask them if they have any other questions or concerns and thank them for their time. If there are additional action items now is the time for a quick summary. Finally, call them by name as you say goodbye.

Remember, better processes make better agents in a contact center. Maintaining service levels and minimizing handle time while supporting a client’s needs improve overall customer satisfaction. If you are looking for ways to improve your contact center reach out to us at sales@cxmrecord.com.

Keeping Your Contact Center Customers Coming Back

Keeping Your Contact Center Customers Coming Back

The more often technology advances the quicker patience in the customer decreases. Contact centers are expected to solve more problems in less time. If they don’t, customers will choose to go elsewhere. Think about the last time you ate at a restaurant. Imagine you are waiting in a lobby for over 10 minutes and there is no one in line. Then, it’s followed by your server taking another 10 minutes to bring you water. When the food finally arrives it’s delicious. However, your server takes forever to bring you the check. Most consumers will choose responsive service in a timely manner over product and quality.

For an average contact center there needs to be a balance of friendliness, timeliness and problem resolution. Here are the top four reasons your customer will return:

  • Utilizing omni-channel service so that your customers can contact you on their means. Sometimes it’s faster for a quick chat message than constructing a long email.
  • Minimizing call transfers by routing the call to the right person who can assist.
  • Decreasing wait times to speak with agents.
  • Being able to resolve in an efficient manner.

Customer stickiness allows your business to not only maintain customers, but also grow new customers. One of the best ways to add new customers is through word of mouth of through current customers. If you are looking for ways to improve your contact center tools reach out to us today at cxmrecord.com.

How to Solve the Biggest Problems with Quality Monitoring

How to Solve the Biggest Problems with Quality Monitoring

Quality management (QM), with its ability to drive agent behaviors that impact the customer experience, is a valuable tool for contact centers.

Technological advances have increased QM process efficiency by replacing paper forms and making recordings more readily available. Significant areas of inefficiency still exist, however, increasing the cost of quality to the business. The addition of workflow automation capabilities to QM offers the potential to boost efficiency even more, while simultaneously increasing the overall effectiveness of a contact center’s quality initiatives.

Quality Management Resource Requirements

In a contact center with:

  • 200 total agents times
  • 4 evaluations per agent, per month
  • 5 minutes locating a suitable call to review
  • 4 minutes listening/reviewing call
  • 10 minutes scoring call
  • Thats close to 1.5 FTE per year required just to do evaluations!

QM is a Necessary, but Time Intensive Process

The basic quality management process – recording, evaluation and coaching – is used almost universally in contact centers across all industries and sizes. And for good reason. When executed well, QM delivers substantial improvements in agent performance. Quality management is a very versatile tool for customer service organizations. It can focus on internal performance measures, like productivity and accuracy, as well as external measures such as regulatory compliance and customer satisfaction.

Contact centers invest a lot of time into their quality management programs. A 200 seat center doing four evaluations per agent, per month devotes 3,040 hours per year, just doing evaluations. Add on to that, coaching activities and system administration and the total resource commitments are substantial.

Improving Process Efficiency with Workflow Automation

Integrating workforce automation and quality management offers opportunities for significantly improving the QM process. A workflow is a series of connected steps that must occur to achieve a desired outcome. Workflow automation makes certain that each step of the process completes before the next begins, and enforces rules to ensure each step is completed timely and correctly. Workflow automation can improve QM process efficiency by addressing inefficiencies in four major areas:

  • Time spent locating calls to evaluate
  • Communicating evaluation results to agents
  • Tracking coaching results
  • System administration and maintenance

Workflow automation is the key to increasing productivity and providing your employees with immediate feedback. The quicker they receive feedback means they can make adjustments. If you would like to learn more about improving your contact center and saving supervisors time check out this webinar.

How to Handle an Emotional Customer

How to Handle an Emotional Customer

Emotions drive all of us on a daily basis. Some emotions are positive and get us excited about an event, product or moment. Negative emotions do just the opposite and can have a rippling effect where we are turned away from something. Buyers buy on emotion not logic. Then, once they settle on a product or service they tend to rationalize their emotional purchase.

Take for instance this scenario: I have an upcoming event and set out a budget for what shoes I plan on buying. While I’m out shopping I find a pair that’s triple my original budget. I rationalize the purchase by saying I’ll wear them time and time again. In reality the shoes I am buying are three times what I planned on spending. It is emotion that moved me to purchase the expensive shoes.

When a customer contacts a business for sales or service they are looking for assistance. Maybe they are frustrated with their current solution. Maybe they are upset because their purchase isn’t functioning right. It is up to the agent on the other end of the phone to turn their negative emotions into something positive. How does a company achieve this? It begins with having the right tools for quality monitoring and agent training.

Quality monitoring can be accomplished a variety of ways but the most effective is to have software allowing the supervisor to be able to see the agent’s screen while listening to a call. Being able to quickly and efficiently pull calls to view and hear can drastically impact a supervisor’s resources. Once a call is reviewed, being able to give feedback immediately allows the agent to correct their behavior while it’s fresh on their mind. The longer amount of time that goes by between the original call and feedback to the agent, the more an organization risks losing potential customers.

After a call is reviewed and evaluated, a supervisor should be able to push appropriate training to the agent for skill development. Ongoing self-paced training is a key in contact center efficiency. This allows the agent to hone their skills and provide a better customer experience. Happy customers usually return for more services in the future while disgruntled customers immediately break ties. If you would like to learn more about agent coaching check out our previous post 6 Things About Agent Training Every Contact Center Needs to Know.

Insights on Your Agents Desktops!

Insights on Your Agents Desktops

Measuring the interaction between your agent and their desktop is a missing link in ensuring great customer service. For years, performance management has been about average handle time, minimizing wrap times, and ensuring the agent is equipped to resolve the caller’s requests. Once the agent is on the call with the client; the phone system becomes a stopwatch and has very little other data to offer. The recorded call does not tell us how the agent is using the applications that help them serve the customer. Desktop analytics provides powerful insights that can dramatically change your contact center’s performance.

Here are five top insights:

  1. Cut and Paste – The classic example of improving agent process performance is to identify and automate cutting and pasting between applications. Cutting and pasting data is faster than typing it, but it is extremely inefficient and error prone. The agent is focused on finding the customer data on another screen and pasting it, instead of focusing on the customer. Typically this slows down the agent by about 10-15 seconds per transaction. With the agent performing over one hundred transactions a day, that adds up to 15 minutes of reduced handle time. In many contact centers that means being able to serve 3-4 more customers per agent per day.
  2. focused on finding the customer data on another screen and pasting it, instead of focusing on the customer. Typically this slows down the agent by about 10-15 seconds per transaction. With the agent performing over one hundred transactions a day, that adds up to 15 minutes of reduced handle time. In many contact centers that means being able to serve 3-4 more customers per agent per day.
  3. Login Time –If your agents login to multiple applications, they could be wasting hours a day logging in and logging out. Desktop analytics tools can measure the total time spent and track what applications are being used. The tool kits that come with desktop analytics can then provide ways to securely automate the login processes with a single login and login and reduce what can be a 20 minute process down to one login. The system can even navigate to, and open the screens the agents need and have them ready to focus on your customers. Multiply five minutes times four logins and logouts a day, and you have 40 minutes of paid work time recaptured per agent, per day.
  4. Agent Workflow – You have given the agents tools to complete the job, but they have to use them properly in order to be successful. Desktop analytics tools can validate programs are accessed in the right order to ensure an optimal customer experience. It can ensure process adherence by identifying if a step was missed. Like managing other parts of your contact center, transactions on the desktop follow a pattern. By identifying when that pattern is broken; you can pinpoint performance improvement opportunities.
  5. Desktop Management – Desktops in your contact center may have been purchased at different times. They may have different processors, operating systems, browsers, and software. Having out of date desktops can slow down your agent’s performance and contribute to a negative customer experience. Desktop analytics reports on the operating systems, memory, hard drive space, and overall performance of the desktops in use, allowing you to pinpoint under performing machines.
  6. Application Management – Desktop analytics tools can monitor which applications are being accessed and how long the agent is accessing that application. This allows management to identify authorized and unauthorized applications to ensure compliance with corporate standards. This also allows for identifying applications that are never used. In many cases, there are applications that are not used that take up memory on the machine. By sun setting the application, companies may also realize a cost savings by not paying license or maintenance fees for applications that are not in use.

Through measuring and tracking the applications on the agent’s desktop, powerful insight can be gained to help streamline operations and improve the performance of the agents. The best solutions do not just collect and report on the data. It is critical to be able to take action on the intelligence you have gathered. Instead of hiring custom programming services from all of your vendors, desktop analytics tools are complemented with powerful automation tool sets. In the same way these tools are able to gather information, they can securely automate the processes necessary to keep your agents focused on your customers. Once thought of as a luxury for the contact center, desktop analytics and automation tools have become a necessity that can quickly identify and eliminate waste due to inefficient technology and processes.

6 Things About Agent Training Every Contact Center Needs to Know

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Agent training is imperative to running an effective contact center. Service Level can't be met properly without training your employees effectively. Training starts with several components from selecting the right agent with the right set of skills to providing ongoing coaching and feedback. Here are six things about agent training your organization should know:

  • Hiring talent - Contact centers are full of bustling calls and providing sales or customer service. Your hiring process should begin by isolating the attributes you are looking for out of a great employee. For some it may include a technical background for troubleshooting while others it may include being able to handle irate customers when a call is coming in about a problem. Beginning with the right people is the first step.
  • Have an effective new hire on-boarding process - The first 90 days someone is employed is the most expensive to a company. If your on-boarding process is too overwhelming or ineffective that's just not going to work in the long run and increases attrition. Think of your agents as your biggest investment and develop a process that allows them to retain the information they need to be effective in the long run.
  • Give them the proper tools - Another reason employees are not unsuccessful at their job is because they do not have the proper equipment. If the computer is running slow or their is static on their phones that does not equip them to handle high call volume. From contact center software to the seats they sit in, ensuring they have what they need makes their job easier and more effective.
  • Give ongoing feedback - Quality monitoring starts with performance evaluations. If you wait a month later to give an agent feedback you are in store for a disaster. Feedback that is completed in real-time gives the agent the opportunity to immediately correct their actions. Also, by giving them positive feedback quickly it reinforces what they are doing.
  • Push training modules that are applicable to their needs - Once feedback has been delivered, follow up with necessary training. You can use tools specifically designed to push modules to them along with their performance evaluations. That allows them to review the information they need to quickly make adjustments.

In conclusion, create a smooth process from the day an agent is hired, provide effective training and allow ongoing performance evaluations sets your agents up to be successful. When an agent is provided the right tools it decreases attrition and maintains service levels. Remember, happy employees who are given proper attention are more productive employees. You can check out more about agent training by reviewing Five Tips for Coaching Your Agents to Success!

CXM Recording and Quality Monitoring Recently Attended ACCA Fall Symposium

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The Austin Contact Center Alliance recently hosted their Fall Symposium showcasing vendors from all over who work with contact center solutions. The all day event included various speakers from organizations like The Austin Chamber of Commerce, Growth Dynamic, LegalZoom and various others. The symposium topics were centered around contact center best practices, leadership strategies and building better teams. They also provided case studies, problem solving strategies and how to manage change in your organization. During each break the attendees spent time networking and visiting each exhibitors booth. CXM Recording and Quality Monitoring showcased as an exhibitor to provide information about contact center solutions. 

CXM provides solutions for call and screen recording, agent coaching, performance evaluation, workforce management and many more. We've been doing this for over 20 years headquarted in Houston, TX. Our aim is to provide a better customer experience through easy to use software for end users and supervisors. The CXM solution provides leading edge workforce optimization solutions for contact centers and enterprise corporate clients. CXM was developed based on a client request for a solution that was easier to use and less expensive than what was available on the market. Learn more about the CXM solution by downloading a brochure here. 

View Webinar: Five Methods for Building a Better Forecast

View Webinar: Five Methods for Building a Better Forecast

CXM hosted a webinar on Five Methods for Building a Forecast. We will review five different types of forecasting and how to use them to best predict your future agent requirements. The webinar will include best practices, a live demo and a Q&A session. Please click the link below to access the webinar.

REGISTER FOR WEBINAR HERE

News Release: CXM Selected for Participation in HGACBuy Program

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HOUSTON, TX (July 11, 2017) – CXM has been selected as part of the HGACBuy government cooperative program for Record & Playback Systems. As an awardee, CXM sells call recording and quality monitoring software to government, not for profit, and educational agencies nationwide participating in the HGACBuy Cooperative Purchasing Program. HGACBuy offers an efficient purchasing process by establishing competitively priced contracts for goods and services. This provides an easy and expedited service, helping members achieve their procurement goals.

“CXM is pleased to be awarded a contract by the HGAC,” says Brad Odom, Director of Sales. “This process allows us to provide our software in a valuable manner to government agencies.” Through this partnership, members can purchase CXM solutions in an expedited manner that satisfies the requirement for competitive bids and proposals.

The Houston-Galveston Area Council is a government procurement service for qualifying state agencies, local governments, education and Not-For-Profit organizations. The end users become members of HGACBuy which is free of cost and evergreen until cancelled. HGAC solicits offers on behalf of the vendors providing services and products.

Additional Resources

HGACBuy at  http://hgacbuy.org

CXM at http://cxmrecord.com/

About CXM

CXM provides leading edge workforce optimization solutions for contact centers and enterprise corporate clients. This includes call and radio recording features compliant with ERS requirements. CXM was developed based on a client request for a solution that was easier to use and less expensive than what was available on the market. Nearly 20 years later, CXM still focuses on an easy to use solution with a low total cost of ownership. An intuitive interface and industry leading maintenance program keeps ownership simple, putting an end to surprise upgrade fees or large training costs for new employees. For more information on CXM, call us at 1-866-400-4296 or learn more at www.cxmrecord.com.

View Webinar: Best Practices in Quality Monitoring

View Webinar: Best Practices in Quality Monitoring

CXM recently hosted a webinar on quality monitoring best practices. We recorded it to share with you at your own leisure. The webinar covers how to improve quality monitoring within your contact center. It discusses various ways agents are monitored, and their benefits. After a brief overview we also demonstrated using CXM's software how automated workflows enhance the monitoring process.

 View Webinar Here

CXM v5.2 Now Rated "Avaya Compliant"

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HOUSTON, TX – Tuesday, June 6th, 2017 — CXM, a leading provider of Workforce Optimization solutions today announced that its CXM Recording and Quality Monitoring Software Suite is compliant with key communication and contact center solutions from Avaya, a global provider of business communications software, systems and services.

CXM helps businesses optimize their operations and reduce liability through recording calls and streamlining the management process of agent evaluations and training. The application is now compliance-tested by Avaya for compatibility with Avaya Aura® Communication Manager 7.0 and Avaya Aura® Application Enablement Services 7.0.

CXM is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.  

As a Technology Partner, CXM is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.  

Avaya Interoperability Application Note:

https://downloads.avaya.com/css/P8/documents/101037067

Quotes:

“Successful completion of compliance testing demonstrates our dedication to the Avaya product line and its customers and is part of our new Version 5.2 release.  Ever since our first customer in 1998, CXM has worked to provide an affordable solution to meet the needs of our customers.” 

-- Robert Irvin, President, CXM

About CXM

Customer Experience Management (CXM) is our name and our company’s focus. The CXM solution provides leading edge workforce optimization solutions for contact centers and enterprise corporate clients. Our intuitive interface and industry leading maintenance program keeps ownership simple, putting an end to surprise upgrade fees or large training costs for new employees. For more information on CXM, call us at 1-866-400-4296 or learn more at www.cxmrecord.com.

Media Inquiries:                                                                   

Crystal Jackson                                                                                                                                  

marketing@co-nexus.com             

View Webinar: Five Key Areas of Compliance for Call Recording

View Webinar: Five Key Areas of Compliance for Call Recording

CXM recorded a webinar on compliance for call recording. Ensuring compliance is a key concern for most organizations. This webinar will include a short overview, live demonstration of benefits of CXM software, and a Q&A session of how our software helps customers enforce regulatory compliance:

  • Notification, CFPB, HIPAA, Dodd-Frank Act and PCI Compliance Concerns

View Webinar Here