We (Marrickville Council) have recently purchased and are about to launch a new contact centre solution that comes with an advanced call recording functionality that we are hoping to also launch in the not to distant future.
We would like to know whether any other Council has been on a similar journey and have successfully implemented call recording as a part of their contact centres and are currently using it for coaching and performance management of staff.
Gosford have been using call recording for “Quality & Training purposes” for the last eight years and are just about to move onto our 3rd system. If you need some feedback contact me on (02)4325 8816.
David Henderson 13/06/2014