Voice Logging (Call Recording)

Voice logging, also known as call recording, records the audio of phone calls in the call center.  Some record only when the agent is talking with callers, whereas other systems record audio continuously.  Some systems also capture the associated agent's screens during the call and links to other related call data.  Call recording is useful for agent training, agent evaluations, call verification, and dispute resolution.

A Multimillion-Dollar Trap: Recording Customer Service Calls

Navigating the Slippery Slope of Call-Recording Compliance

Today's Call Center Recording

The Essential Outbound Call Center Checklist: Top Ten Tweaks for Peak Success

Voice Logging in the Call Center

Call Logging and Quality Management: Driving a Path to Customer Satisfaction

Redefining the Role of Voice Logging

Call Recording and Quality Monitoring

Call Recording/Voice Logging Software

Voice Loggers: From Then to Now

The Modern Voice Logger

Voice Logging Considerations

Uses of Voice Loggers

Voice Logging: Luxury or Necessity?

Voice Logging Basics

Record/Play Tek: Voice Logging Specialists

See Appointment Scheduling, Call Scripting, IVR, Message-Taking, Order-Entry, Speech Technology,  Unified Messaging, and Voicemail for other specific system software information, as well as the Software, Technology and Telephony sections.