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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,...

We recently held a forum with the Institute of Customer Service at Axa Wealth offices in Basingstoke and thanks to some audience participation we took away some helpful tips we thought we’d share with you, so here goes… Some of our presenters on the day.... Consider tying in the number of agent evaluations you conduct to experience and performance – For new agents plan in more call evaluations and adjust evaluation efforts based on progress and aptitude Think about how...

[Last Updated: September 2016] Still not bought into the whole speech analytics hoopla? Not totally convinced by the massive investment required to get it up and running in your organisation? Fear not, you are not alone and to counteract this, vendors are starting to get a little bit more creative by offering up Speech Analytics as a managed service. This approach allows organisations to investigate a specific issue or area without investing in any analytics hardware or software and puts...

For those of you that missed it we had a great response to our latest guide on quality monitoring (QM). During our research phase it transpired that there are still a number of contact centres out there using live agent monitoring during calls as their main means of evaluating performance instead of tried and tested quality monitoring technology. We firmly believe this is down to a lack of understanding of how the technology has evolved and how costs to implement...

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...

With 6.5 million carers across Great Britain, charity organisation Carers UK was set up nearly 50 years ago to offer support to unpaid carers looking after family or friends. Providing a telephone advice line to help sustain carers with emotional support and guidance, they recently appointed 10 home-based volunteers to complement the 2 office based advisors who collectively handle over 100 calls a day. Carers UK identified a need for call recording to support this pilot ‘volunteer project’ and when...

For those of you running and operating offices or contact centres across multiple countries getting consistent call recording and workforce optimisation support and maintenance can be a challenge, ultimately affecting your service levels. The good news is that Business Systems are now able to offer installation, support, training and consultancy and design services practically anywhere across the globe. Working with carefully selected and accredited local partners we ensure that your call recording and related systems can be maintained and supported to ensure consistency...

There has been a lot of hype recently about voice biometrics for the contact centre, but what does it really entail and can it benefit your contact centre? Voice biometrics works by automatically comparing the voice of a customer on a call with a stored voice print of that customer to verify that they are indeed one and the same. The idea being that this helps cut down on contact centre fraud whilst also improving customer experience by reducing call...

“Your call may be recorded for training and quality purposes.” We’ve all heard the message dozens of times. But are businesses making the most of call recording technology? Perhaps not. In a dash to keep up with best practice or compliance, lots of contact centres implemented call recording but in some cases without fully understanding the benefits. Time for a quick primer on what’s possible. 1.Resolve more disputes, with less hassle No customer service rep or contact centre agent goes...

Every call centre wants to improve the quality of its agents’ call handling. Unfortunately some of the methods for doing so can be pretty outdated. How can Call Quality Monitoring help? Here’s a run-through of the call quality monitoring techniques that reap rewards and those that, well, don’t - from the stick-wielding days of old to the modern call quality monitoring technologies of today. Side-by-side agent monitoring Here’s a fact. Call recording came to prevalence in call centres in the...

The latest ‘Workforce Optimisation Technologies forecast’ released by Ovum estimates the spend on contact centre quality monitoring (QM) technology to be $141 million across Europe in 2014 with slow but steady growth predicted over the next five years. This is somewhat surprising for a technology in the mature stage of the adoption lifecycle and which has been readily available since the mid 1990’s. A recent guide to contact centre quality monitoring launched by call recording specialists Business Systems (UK) Ltd...