All blog posts

Making or receiving telephone enquiries from customers? The way you handle your sales calls has a direct impact on your bottom line. Do you know – really know – how your reps are performing over the phone? Do you know the strengths and weaknesses of each employee? Or who your best and worst performers are? With professional call recording you get crystal clear insight and indications of where measurable improvements can be made to help with conversions. Here’s a short introduction...

It’s tough out there, in the financial sector. Success relies on generating wealth for existing clients and having the competitive muscle to attract new ones. All while adhering to compliance and industry best practice. Professional call recording helps with all three. And it brings several unexpected benefits too, from smarter staff training to retaining smarter staff. Here’s a short explanation. 1. Dispute resolution and agreement confirmation The Financial Ombudsman upholds around 42% of consumer complaints about independent financial advisors*. It’s...

CONTACT CENTRE GUIDE BLOG: 2/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 2nd in the series below. A big topic which can by no means be covered off in a single blog post, but we can offer some quick short, sharp insights to consider when creating or reviewing your contact centre strategy. There’s really...

CONTACT CENTRE GUIDE BLOG: 1/9 MyCustomer.com recently published ‘The Contact Centre Guide’ which was sponsored by Business Systems. For those short on time, we created a series of blogs covering the highlights from each chapter. Please find the 1st in the series below. Call it a renaissance, a revolution or a transformation, the reality is that Contact Centres are at a critical juncture in their evolution. Ann Marie Forsyth from the Contact Centre Association tells us “If you’re not looking ahead and you’re not...

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...

There was a lot of shared insight at the webinar we hosted back in May with Call Centre Helper and one of the stand out points for us was the recognition of the rise of the multi-channel contact centre yet the lack of monitoring going on across those channels. According to an audience poll during the webinar only 15% of the audience monitored web chat and only 22% monitored social media - interesting statistics. Understandably, there is just not enough...

Do you know whether your older call recordings meet the PCI compliance requirements of today? If you’ve only just recently implemented a PCI Compliant call recording solution but still need to retain recordings where you took credit card data from customers a few years back, those legacy call recordings still need to meet PCI Compliance requirements. In other words sensitive customer credit card data should not be accessible by your business or your agents, regardless of how old the call...

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...

Established in 1971 Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains. Handling over 1.2 million inbound customer contacts a year the company is dedicated to providing the highest levels of customer service across a 180 seat contact centre, supported by 1,000 field based Sales Advisors. Managing a multi-channel contact centre, enquiries are split 50/50 between web and inbound calls. With KPIs around answering 80% of calls within 20 seconds and minimising lost calls to under...