2005

CALL CENTER MAGAZINE September 1, 2005
The Call Is Your Most Powerful Asset
Let's say that you're a call center manager at one of the leading long-distance phone companies in the U.S. You find out that in a certain area of the country, customers have difficulties paying their bills. What can your call center do to help your customers, as well as your company?

MISSION CRITICAL MAGAZINE July 5, 2005
What's New in Voice Logging Recorders
The Capture-911 system records analog, digital and VoIP phones, as well as analog and digital (T-1) trunks and analog radios and consoles. The system provides access to recordings and real-time monitoring from any PC. It offers redundant power supplies, mirrored hard drives, and unlimited online storage. Capture-911 has more than a dozen customizable search options including ANI/ALI information. It also offers flagging, tagging, and multiple integrations. The system's 300 built-in alarms automatically notify HigherGround's support team to prevent problems.

CROSSTALK February 15, 2005
Do you know what you're missing?
Most organizations record voice conversations for one or more of three reasons - Compliance, Performance and Risk management: We call it CPR for the call center.

2004

CALL CENTER MAGAZINE September 4, 2004
What's Your Reputation Worth?
Call centers need call monitoring so they can improve their reps. No, we're not only talking about agents. We're talking about reputations. The value of KPIs is that they address agents' communication with customers rather than inculcating behaviors based on scripts. When monitoring calls, suggests Nancy Gates, vice president of marketing with HigherGround (Canoga Park, CA), "call centers should focus more on gathering valid and meaningful KPIs that will allow them to manage the entire customer experience in a positive and profitable manner."

COMMUNICATIONS CONVERGENCE August 12, 2004
Contact Center Systems Vendors HigherGround and TalkTactics Team Up
HigherGround, which provides data collection, call recording, and business intelligence software for call centers, has selected New Zealand-based contact center training systems vendor TalkTactics as the "HigherGround partner offering of choice" for web-based training courses and training follow-up evaluation solutions.

CUSTOMER INTERACTIONS SOLUTIONS January 6, 2004
Senior Call Center, CRM And Teleservices Executives Offer Their Views
In the recently released January issue of Customer Interaction Solutions, HigherGround President and CEO Terry Ryan addresses the future of the contact center industry. Here is an excerpt: "The faster a determination can be made about the overall health of a customer, the faster a strategy can be put together to address the situation. So simple-to-use reporting tools that integrate information from multiple data sources will be imperative. These reporting tools should provide a complete understanding of what is happening through the use of business intelligence or a derivative, which in essence provides the ability to get the right information at the right time in the right format."

2003

CUSTOMER FOCUS AND STRATEGY MAGAZINE November 20, 2003
Take Your Customers to a New Level
"When it comes to customer interactions, HigherGround adds the quality and intelligence that breeds success." HigherGround was featured on the cover of Customer Focus and Strategy Magazine and received a full color two page article spread. "HigherGround is focused on the basics of leveraging current resources and intellectual capital to maximise profitability of the contact centre."

CALL CENTER MAGAZINE October 7, 2003
Are You Really Listening to Your Customers?
HigherGround's enhanced call recording, agent evaluation, and telecom business intelligence solution called Fusion Series 7 was featured in the October issue of Call Center Magazine following the product's debut at ICCM 2003.

CRMMARKETPLACE.COM September 23, 2003
Do You Know What You're Missing in Your Contact Center?
Authored by HigherGround's own Nancy J. Gates, this article focused on the importance of quality in the contact center: "Monitoring and recording calls allows you to have direct control over your contact center's performance. Your agents are often the first point of contact for both new and existing customers. If you want to ensure that your agents handle each call effectively, monitoring and evaluating your calls for quality makes sense."

CRMXCHANGE.COM September 16, 2003
ICCM Conference and Exhibition - Product Round Up
"The heart of the Higher Ground Fusion Series 7 is the Praetorian Voice Recorder, a turn-key system that offers on-demand recording, random recording for quality monitoring, and full time liability recording. Specific features include the ability to digitally record and store every agent-customer phone call to redundant hard drives; instantly find, access and replay any call recording directly from the desktop; route call recordings via e-mail; and archive recordings to durable, space-saving, removable hard drives for instant desktop access to over one million hours of call recordings."

MISSION CRITICAL MAGAZINE August 10, 2003
Public Safety Recording Solutions
"HigherGround's Capture-911 recording solution provides emergency call-takers with instant access to calls and radio tranmissions. Designed specifically for 9-1-1 call centers, law enforcement agencies, emergency dispatch services, and fire departments, features include monitoring and hands-free recording retention and retrieval."

ICMI CALL CENTER MANAGEMENT REVIEW June 13, 2003
Call Center Technology Trends: Views from the Experts
HigherGround's VP of Global Sales, Peter Cassel was featured in this highly prestigious industry publication while sharing his view on the future of call centers, "The most significant cost-reduction trend will be the application of the efficiencies afforded by Internet protocol. Over the next three years, VoIP will continue to develop, and its reception will increase dramatically as the quality and reliability improves."

1TO1 MAGAZINE April 1, 2003
Unified View Puts Burlington Northern on Customer-focused Track
We are proud to partner with organizations that are so highly recognizable and respected in their particular industries, and we are pleased to share their good news when they receive positive press. Here is what 1to1 Magazine is saying about HigherGround customer Burlington Northern Santa Fe Railway. [read more]

CRMXCHANGE.COM February 24, 2003
UpSource Chooses HigherGround Call Recording and Monitoring Solutions
UpSource has chosen HigherGround?s call recording and monitoring solution as key components of its recently enhanced call center platform for advancing delivery of high quality, customized, outsourced services.

PRWEB.COM February 24, 2003
UpSource Chooses HigherGround Call Recording and Monitoring Solutions
UpSource has chosen HigherGround?s call recording and monitoring solution as key components of its recently enhanced call center platform for advancing delivery of high quality, customized, outsourced services. [read more]

REALMARKET.COM February 24, 2003
UpSource chooses HigherGround
UpSource has chosen HigherGround?s call recording and monitoring solution as key components of its recently enhanced call center platform for advancing delivery of high quality, customized, outsourced services.