Products

Ever since Financial Services have used voice recording platforms they have had to put measures in place to ensure that their recording platforms are actually recording calls. It has never been a strength of recording vendors to ensure their systems can evidence this. Therefore, Financial organisations have had to use expensive technical resource and manpower to perform manual tests to ensure recorders are operating as expected at the start of each business day. This is driven by an increasingly stringent...

The Challenge With Managing End-of-Life Voice Recording Operating Systems As a fundamental core compliance necessity, voice recordings should be easy and straightforward to access, however there are multiple challenges associated with this, particularly around when operating systems reach end-of-life and systems need to be decommissioned. If you are currently running an unsupported operating system or one that is likely to be unsupported soon, you should not only be planning to move to the latest version but starting to make that...

When organisations think about improving their business operations, a lot of the time they tend to overlook smaller things that could potentially have a big impact on the business. For example, integrating a call recording system is often one of those overlooked methods of improving a business.  Sometimes big business changes can be improved by what we like to call 'smart changes'; you will be surprised at the impact one change, such as installing a call recording solution, can have on your business.  Contact centres in particular, look for call...

The digital customer service world is constantly evolving. It’s no surprise that contact centres are now investing in supporting digital channels for an omnichannel customer experience.   Next generation digital channels including social platforms such as Facebook and Twitter, as well as advanced messaging apps like WhatsApp, are now well on their way to becoming mainstream contact centre channels.   If the predictions hold true, 89% of contact centres are planning to support messaging and mobile self-service apps within two years. And adoption for social media (92%) and web chat...

Across the industry there is an increased focus on employee engagement and the critical role staff play in the overall customer experience.  This is not a situation unique to contact centres but reflects a worldwide shift in all industries.   Within the contact centre world, the increased focus on employee engagement and productivity has led to the term Workforce Engagement Management (WEM) being more widely used.  WEM goes beyond traditional workforce management or workforce optimisation. It focuses on the human aspect of the contact centre to improve engagement, performance, and results.  In fact, Gartner, the research analyst took a decision to change its Magic Quadrant evaluation category...