We sat down with credit union industry expert Randy Stolp and CallMiner's Brian LaRoche to discuss findings from the White Paper, and to get their unique insights. Includes an in-depth analysis of how credit unions can drive member satisfaction and boost membership with data-driven analytics that raise agent performance, reduce call handle times, and improve adherence to best practices.
Discover why documenting interactions, assessing call takers' performance, reporting on key analytics, ensuring compliance and integrating BYODs are critical to hospitals and healthcare organizations.
Whitcom 9-1-1 director Patti Kelly was tasked with finding new recording and console systems that would transform Whitcom into a modern, innovative and NG9-1-1 ready emergency communications center. She discovered the right solution for her PSAP with solutions from HigherGround and Avtec. Learn how Whitcom chose forward-thinking recording and console solutions.
Speech analytics is not a new technology to call centers, but it has recently become a more reliable technology and valuable root-cause analysis business tool. With the ability to review 100 percent of recorded interactions, and organically discover emerging trends, Speech Analytics is proving to be a good investment. Join HigherGround and CallMiner – two best in class companies – for a fresh look at Speech Analytics and the return on investment it provides.
The current legal landscape for call recording consists of numerous federal laws and industry mandates. It is important for contact center professionals to have a comprehensive resource that provides general information and guidance on best practices necessary to achieve and maintain compliance and verification. This video addresses several of the laws and requirements that impact contact center operations including: Consent-to-Record Laws, Telemarketing Sales Rule, Payment Card Industry Compliance, HIPAA, Sarbanes-Oxley, and more.
Read how LA311 uses the easy-to-use, cost-effective HigherGround recording/QA and iQventures speech analytics joint solution to provide better service and transparency in this case study.
In 2013, the police and fire agencies served by NWCDS made the switch to encrypted P25 radios, joining the Motorola StarCom 21 statewide public safety trunked radio system in Illinois. HigherGround didn’t skip a beat. Our technicians worked persistently with Motorola to integrate the Capture911 recorder with the P25 system, developing a customized solution tailored to the NWCDS environment. The transition was seamless — NWCDS didn’t lose a single recording.
Whitcom director Patti Kelly was tasked with finding new recording and console systems that would transform Whitcom into a modern, innovative and NG9-1-1 ready emergency communications center. She discovered the right solution for her PSAP with solutions from HigherGround and Avtec. The integration created an efficient and easy-to-use call taking, logging and incident reconstruction experience, allowing dispatchers to easily search recorded interactions, and supervisors to monitor live calls, and quickly fulfill public records requests — all saving valuable time. Learn how Whitcom chose forward-thinking recording and console solutions.
To ensure full communication capabilities in the field, HigherGround recording and incident reconstruction software is installed on each of the mobile command units, including a 10-position Joint Operations Center. Learn how Harris County uses HigherGround to stay one step ahead.
Parkland Memorial Hospital, a new 870 bed hospital facility in Dallas, TX, was facing call center challenges with increased call volume, no increases in agents and triage nurses, call retrieval, and limited budget. The call center Operations Department was in need of a solution that could improve PBX hospital operator functions, and included time to answer, call screening and referrals, and triage operations. Find out how HigherGround utilized Cailbre’s Scorecard and Screen Capture features to provide improved and efficient customer service in this call center handling 6,000 calls per day.
An in-depth analysis of how credit unions can drive member satisfaction and boost membership with data-driven analytics that raise agent performance, reduce call handle times, and improve adherence to best practices.
To the harried managers of a modern high-octane commercial contact center, it might seem like nothing could be more urgent than squeezing every bit of efficiency and productivity out of operations. But they would be wrong.
Call Recording and the Law is a comprehensive guide, addressing several of the laws and requirements that impact contact center operations including: Consent-to-Record Laws, Telemarketing Sales Rule, Payment Card Industry Compliance, HIPAA, Sarbanes-Oxley, and more.
HigherGround has a 35 year history and a very deep background and understanding of the communications industry, having started as a consulting firm specializing in telecommunications. ...A second differentiator is HigherGround's auto scanner. This feature allows a supervisor to listen to 8 seconds or less of each agent's call before moving on to the next person. It's intended to be similar to having a supervisor walk up and down the contact center's aisles, but without ever having to leave his/her seat.
DMG Consulting - Quality Management Report
HigherGround offers QM and recording tools that have roots in the call center market as well as in the public safety industry where reliability and security are top concerns. The company overlays a strong intelligence tool over the core call recording products…a full-featured analytics solution that offers excellent insight into agent, as well as contact center, performance metrics.
Frost & Sullivan - North America Agent Performance Optimization Report
HigherGround is a rapidly growing U.S.-based QM vendor with more than 35 years experience in contact centers. HigherGround has strong services and good support suitable for midsize organizations seeking a midtier QM offering with attractive performance management features.
Gartner - MarketScope for Contact Center Quality Management Report
Designed to capitalize on the large reservoir of data that resides in an organization's structured and unstructured data including PBX/ACD, recordings, screen captures, customer information, revenues, and other data from remote locations. HigherGround is rightfully proud of all their remote alarm and diagnostic features. As a vendor to the public safety and compliance markets, the company understands the importance of reliability to mission critical applications.
The PELORUS Group - World Contact Center Report