Are you still thinking about whether it’s time to part with your spreadsheets? The answer is easy – here are 13 simple questions to help you decide which workforce planning tool is best for your operation. Download our handy infographic and tick the answer (Yes/No) that best applies to your resource planning contact centre and operational needs – add them up and find your answer! WFM vs Excel – Business Systems Share this on socials
Advice Hub 15 December, 2021 Top Tips from a Call Recording & WFO Engineer 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
Advice Hub 2 September, 2021 A Guide To Microsoft Teams Call Recording Compliance With the emergence and acceptance of homeworking, organisations are now constantly on the lookout for solutions to help them remain compliant. And Microsoft Teams Call Recording is among those solutions. Microsoft Teams as a platform has transformed the way millions of organisations work. It has enabled Team communications, supporting internal and external collaboration. With one
Advice Hub 14 June, 2021 Why it’s Vital to Maintain Data Integrity for Compliance Purposes when Migrating Legacy Voice Recordings 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
Advice Hub 12 May, 2021 Call Recording Support – What you should be receiving 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.
Advice Hub 18 March, 2021 IVR – Interactive Voice Response 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
Advice Hub 3 March, 2021 Workforce Management ROI Calculator 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.
Advice Hub 24 February, 2021 Wordwatch: A Multivendor Centralised Voice Recording Replay Portal for Financial Compliance 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
Advice Hub 24 February, 2021 Decrypting Mobile Call Recording Business Systems’ Will Davenport gives an expert overview of the Mobile Call Recording technologies available for Financial Institutions With MiFID II stating the need to keep records of all telephone conversations and electronic communications intended to result in a transaction, even if the actual transaction never materialises; mobile call recording is once again under the spotlight. In 2009,