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Many organisations implement and manage a call recording or Workforce Optimisation (WFO) solution. These solutions can help improve the customer experience, ensure compliance and reduce operating costs. When the right solution is implemented, organisations then need to ensure it is managed by the right supplier who will understand specific requirements. Related Content [Whitepaper}Top Tips To Consider When Choosing a Call Recording Support Partner However, all too often, we've seen suppliers offer little to no support to customers once the solution...

As voice recording systems reach end of life, banks must find a way to preserve the recordings and the voice data integrity, so they remain accessible for regulatory retrieval purposes. The typical approach involves migrating the legacy voice recordings into a new voice recording system which can be a bit like putting a square peg into a round hole – it cannot be done in its entirety without changing the original format of the data, an unacceptable compliance risk. But...

Call Recording Support - What You Should Be Receiving From Your Supplier Many organisations such as Financial Institutions or Contact Centres implement and manage call recording solutions to ensure compliance, improve the customer experience and reduce business costs. For contact centres, for example, call recording plays an important role in their call centre software operations. The benefits of call recording are well known, ranging from ensuring compliance for organisations who are legally obligated to record calls, to coaching and training...

What is IVR Technology? Interactive Voice Response (IVR) is a telephony menu system that allows the customer to interact with a company without the presence of an agent.  The IVR will use touchstone buttons on the customer’s telephone where they will press the keypad in accordance with the service they require.  The call will then automatically be routed to the most appropriate agent or department within the call centre.  More often than not, it is used beyond service selections (eg....

Use this simple Workforce Management (WFM) ROI calculator to understand potential savings that could help transform your workforce planning and resource planning contact centre operations.

A MULTIVENDOR CENTRALISED VOICE RECORDING REPLAY PORTAL The Financial Services Industry  As businesses and organisations across Europe were racing to get to grips with the new GDPR data protection and privacy regulations, the financial services industry had another piece of seismic data legislation to contend with. Under EU law, certain areas of the financial industry - equity trading, for example - have long been required to record and archive all telephone conversations relating to their services. It is all about...

WhatsApp is just one of the numerous mobile communication apps available and currently being used by traders, broker-dealers, investment and financial advisors, and many more in the financial sector. While using WhatsApp is highly convenient and effective for employees, the platform can cause severe compliance and security breaches for financial firms who are already dealing with other complex mandates from FINRA, SEC, IIROC, FCA, and MiFID II to record voice calls and archive text messages. How can financial firms meet...

The Insiders' Guide to Contact Centre PCI Compliance  With PCI guidelines and explanations being in a constant state of flux, we wanted to put together a short guide to explain everything you may need to know about what being PCI DSS Compliant really means. PCI Compliance Explained  The Payment Card Industry Data Security Standard (PCI DSS) is in its simplest form a set of requirements designed to ensure all companies that process, store or transmit payment card information, whether they are credit,...

Workforce management (WFM) software helps organisations, in particular contact centres, with resource planning by automating the process of forecasting and scheduling when and which staff should be working, in order to operate efficiently, cost effectively and within acceptable service levels. This in turn, will help boost the customer experience (CX).  Its main purpose is to help calculate the number of agents or staff with the necessary skill sets needed at particular times of the day to manage customer interactions optimally...

Originally taken from our contribution on the Corporate Modelling website Workforce productivity is usually at the top of every organisations priorities. But when it comes to a contact centres back-office, being able to measure performance and productivity isn’t always as straightforward as it is for the front office and customer facing agents. In most organisations, back-office environments perform operations which are vital to keeping the wheels of the business turning. However, even though it has been established that the back-office forms a...

Call Recording is utilised in most businesses today, especially customer-facing ones. It is also used in contact centres who implement call centre software in order to boost productivity, engage the workforce and cut operating costs. What is Call Recording: Call Recording software records telephone conversations over a Public Switched Telephone Network (PSTN) or Voice over IP (VoIP) in a digital audio file format. It also provides you with the ability to retrieve, playback, store and share calls. More simply, Call...

Cloud versus On-premise is a popular battle. With growing customer demands, businesses now have to optimise their existing IT infrastructures in order to deliver outstanding customer experience and survive in a competitive environment. A report from The State of Customer Experience 2017, showed that Cloud Contact Centres are substituting on-premise call centres, with 39% of Contact Centres in the UK migrating to the Cloud, and 57% planning to move within the next few years. If you have been considering moving...