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A quick re-cap of 2015 showed us that it was an important year for the Financial Services Market in understanding the significance of data retention for future regulation, with organisations considering a number of different solutions to ensure compliance needs are still being met. In the Customer Service world, we witnessed a continuing move towards customer centricity and experience, as well as a heightened desire to empower and engage employees for improved delivery and performance. We’ve now moved on to...

Telco and IT Systems failure has never been a readily acceptable option for the financial community particularly now, given the Financial Conduct Authority’s (FCA's) increasing focus on regulatory compliance. With alarming regularity, fines are being issued by the FCA - this year levels are already in excess of £818 million*. For those firms such as trading floors or financial institutions, systems failure would not only result in substantial fines but also the probable destructive loss to business if trading were...

Reading through some of our recent case studies, it’s surprising how much in common our customers share when talking about what they want a call recording or quality monitoring (QM) system to deliver for them. This article picks out three common themes which we hope will help you when thinking about your own investment or upgrade. 1. WILL IT HELP ME RUN A SLICKER OPERATION? Many of our customers who have bought into the technology are committed to reducing inefficiencies and labour...

A recent guide released by Contact Babel on Customer Contact Analytics cites one of the key drivers for uptake of speech analytics being fine avoidance and compliance with legal regulations. Certainly one of the key sectors we are now starting to see some significant growth in is the financial services and trading floor space. Particularly within those organisations governed by the Dodd-Frank Act (DFA). The DFA has enabled regulators to issue trade reconstruction requests, where they want to look more...

Following hot on the heels of the Vocal Wordwatch multi-recording engine portal which provides playback of call recordings from different systems in a single interface, we are delighted to announce the launch of our new performance management module. If it’s got a field we can report on it to deliver informed insight at your fingertips, tailored to your role or remit in the company. With drag and drop functionality you can reduce the overheads in time and resource to produce state of the art...

The editorial team at MyCustomer.com have done a sterling job in the creation of a new guide focussed on the modern contact centre, the challenges faced and the tools, tactics and technology to address them. In fact we were so impressed we decided to sponsor the contact centre management guide so that we could share it with our customers. Covering a range of topics including creating a contact centre strategy, powering up your staff with gamification and rethinking your contact...

The whole drive around PCI compliance is focused at stopping fraud most of which starts from within an organisation and this along with employee theft accounts for just over £1 billion in losses to the UK. Preventing fraud is one part of the equation but so too is dealing with it when it happens, this normally starts with the suspicion of specific individuals and a subsequent investigation process. Investigative interviewing is a delicate area and professionals in this space use...

Call recording is often touted as a ‘must have’ for businesses but if not managed correctly it can cause unnecessary problems. For instance keeping your Microsoft software patches and Manufacturer software updates current is of paramount importance. Why? If you don’t manage these two aspects it can affect your call recording system and when problems related to this do occur, our voice engineers reliably inform me they are less likely to be resolved in a timely manner. Manufacturer software updates...

Contact centres are reaping the benefits of call quality monitoring. The $136m market is forecasted to grow by 6% over the next five years.* It’s no surprise, really. Quality Monitoring (or QM for short) is one of the core technologies behind improving contact centres’ agent performance. But not all Quality Monitoring applications are born equal. Here’s a primer on some of the latest QM technologies. When the time comes it will help you find an application that fits your business,...

Workforce management (WFM) technology has moved on leaps and bounds in the last 5 or 6 years so how confident are you that the system you bought into years ago is still fit for purpose in today’s challenging and complex customer environment? We outline four key areas below that could signal it’s time for a change. 1. Struggling to schedule and forecast for non phone-based interactions Can your existing WFM system plan, forecast and schedule agents to cover multiple contact...

Update August 2016 – We’ve recently put together an updated article on PCI DSS Compliance. Check out our latest articles on this topic – The Insiders’ Guide to Contact Centre PCI Compliance. Can we ever really believe our personal banking information is safe? The government can’t seem to manage it nor the private sector as Nationwide proved with their £1m FSA fine for security lapses. So where does this leave us? Visa and Mastercard have implemented their own measures to...

The VocalPro range, continues its theme of offering lower cost ‘open’ systems to a wider audience by extending its offering on VOIP recording solutions not currently available from other vendors. Over the past year, the VocalPro range has doubled the amount of IP-based telephony systems it supports to include: - Philips, Infotel, Mitel ICP, IP Office, and Nortel. (For a full list of IP switches supported, contact us). IP recording from Vocal offers true value for money by providing the...