In the circumstance of new regulations, training is vital not only for compliance, but for enhancing representative operation and business results. Now that there are tens of millions of Americans signed up for the national "do-not-call" list, representatives must learn how to use upselling and cross-selling to make the most of the value of each and every calling opportunity, both on inbound and outbound calls. Cross-selling and upselling entail a whole new set of skills, knowledge and abilities. Workforce relationship management united with monitoring can help contact centers employ, teach and evaluate representatives with a goal of building a contact center prepared to succeed in this daring new world.

Now that there are several reasons to record, will the well-known phrase "This call may be recorded for quality assurance" be switched to a new one anytime soon? Probably not. But there is one sure thing; contact centers don't just have more reasons today than ever to record, but they have improved technology to do it.