All blog posts

What are the benefits of Call Centre Software? Call Centre software provides organisations with the capability to provide an efficient and smooth operating model. Sometimes referred to as Workforce Optimisation (WFO), technology, these solutions ensure contact centres are providing an excellent customer experience to retain customer loyalty and brand recognition. With our contact centre solutions deployed across some of the largest call centres in the UK and EMEA, our customers are using our solutions for a range of reasons. These...

Speech Analytics (also known as Interaction Analytics) is the process of analysing customer interactions to help spot trends and patterns. Speech Analytics is a popular call centre software solution. The technology can analyse different types of customer interactions including social media, email, text and web chat. One of the key benefits of using Speech Analytics is to improve customer satisfaction as well as agent performance.  How does Speech Analytics work? By taking large volumes of unstructured raw data, such as...

Workforce Management (WFM) solutions help contact centres with workforce planning in order to improve operating costs. The technology automates the process of forecasting and scheduling within contact centres to optimise the productivity of employees. Workforce Management (WFM) is a well-known call centre software solution, and is used by many. Why is Workforce Management important in a Contact Centre? Workforce Management plays a vital role in improving the level of service provided by a contact centre.  In order to hit service...

Call Quality Monitoring is a call centre software solution and is used in many contact centres to help boost customer satisfaction. They are also used to help identify areas for agent training, and therefore improvement.  A Call Centre Quality Monitoring program is when an organisation listens to and evaluates customer interactions. The main goal behind this is to improve call handling, call scripts and customer service. QM can also improve average handle time (AHT) within the contact centre.  Why is...

Call Recording solutions are used in most organisations today, particularly ones which are customer-facing. Voice recording is a popular call centre software solution and is used by many. Depending on which industry is using this technology, the benefits vary. For example, a bank may be using call recording for compliance adherence and fact verification. A contact centre, may be using call recording for agent/employee training, script adherence and dispute resolution.  Government and Healthcare organisations on the other hand, may be...

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...

The pandemic has had a significant effect on how business are being run, due to the challenges of homeworking and changes to technology.  According to Julia Hoggett, the FCA’s Director of Market Oversight, banks must still deliver the same standard of surveillance with home workers as they would in an office environment.  Hoggart warned that any challenges faced at the beginning of the pandemic where the usual levels of recording and surveillance were not possible, should now be fixed. It...

Guest Blog - Rachel Auer, Product Marketing Manager, Calabrio - USA In the era of big data, data is everywhere! But accessing and using this data can be tricky, and that’s where analytics can become a vital tool. So, we teamed up with our partner Business Systems to host a webinar around this popular topic (to catch the webinar replay, click here >) For those who couldn’t make it, here’s a re-cap of the session! Firstly, let’s start with a...