All blog posts

With the introduction of MiFID II back in January last year and with regulations set to increase and become more burdensome, Financial organisations are faced with constant challenges around managing and accessing their call recording data. Organisations need to be able to demonstrate immutable records of all their dealings and be able to retrieve these communications with precision and speed in the event of an audit or investigation. It’s not just one or two issues that need to be managed...

Humanise the workplace series - Workforce Management (WFM) Gamification - Part 4 Ask any contact centre manager and they will agree that keeping their agents continually motivated, (in particular those with a longer tenure) throughout the year can be a challenge. This is why Gamification is now a key feature in a modern contact centre. These days, agents are dealing with surges in call volumes, changing technologies, increasingly complex customer cases across multiple channel touchpoints and last but not least,...

With over 30 years’ worth of voice recording expertise, we have supplied a variety of call recording systems from leading manufacturers including NICE, Red Box and Verint.   There isn’t much we haven’t seen when it comes to the voice recording world! With one of the largest in-house engineering resource bases, who are fully qualified and accredited to install and support call recording systems from leading manufacturers, we pride ourselves on being a truly independent technology provider.  So, we’ve put together a quick guide on what organisations need to consider when it comes to the basics...

Evolving Compliance Regulations Ethical conduct has become a high priority in financial services. Following a series of high profile scandals ranging from the mis-selling of PPI to the 2008 global banking crisis.  Authorities the world over have demanded greater transparency and greater accountability in the industry to curb the worst excesses. In Europe, recently introduced regulations like MiFID II and GDPR have created obligations on banks, insurance companies, accountancy firms, financial advisers and others to beef up their internal reporting...

Trust and credibility are central to the success of financial services organisations. Product mis-selling or unauthorised trading can destroy public trust and an organisation’s reputation overnight, not to mention dramatically denting its bottom line. To diminish the chances of such events actually happening, financial organisations must keep robust, thorough and immutable records of all their dealings and communications. Any voice recordings must be simple to find and easy to play back in the event of an audit or investigation. This...

Series 7 – 10 Things to Expect from Robotic Process Automation Welcome to Part 7, the last in the series of  - ‘An Insider’s Guide to Robotic Process Automation’. Here are 10 things to expect from Robotic Process Automation in 2019: 1. Cost of Errors to Decline  Humans make mistakes. And some of these mistakes can be costly. Mistakes can also be costly to customer satisfaction and the organisations reputation. Robots on the other hand, do not make the same mistakes...

From the beginning of time, organisations around the world have been dealing with the important challenge of driving growth whilst keeping costs down and customers happy. However, we live in a time where customer’s expectations and demands continue to exponentially grow whilst customer loyalty disappears. Not only do organisations need to work hard to get new customers, they need to work even harder to retain existing ones. Expectations around how service is delivered are changing. Increasingly, the old-style agent is...

Financial services organisations have never been under more pressure to maintain tight control over their data.  Regulations now require banks, insurance companies, financial advisers and many others to record every call, keeping up-to-date archives stretching back for extended periods. Driven by the agenda pressing for greater transparency in financial sectors, organisations must be able to retrieve and access information from individual calls on demand in order to remain compliant. For large companies running multiple operations, perhaps in several different locations,...

Humanise the workplace series - Workforce Management (WFM) shift Trader - Part 3 Agents will always be the most vital resource for your contact centre. As a contact centre manager it’s your job to boost employee satisfaction and retention, lower sickness and absenteeism rates and enhance customer service. The end result being improved profitability, a happier workforce and happier customers. To achieve this, contact centre managers invest in call centre software such as Workforce Management. Finding the right Workforce Management...

Series 6 – Cognitive Automation Welcome to Part 6 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation'. In this series: Cognitive Automation AI-Based Automated Customer Engagement AI & Process Automation Exception Handling It’s a wrap Cognitive Automation Series 2 talked about two different types of automation: Unattended: automates an entire routine process with no human intervention needed Attended: used for complex scenarios where parts of the process are handled by the robot and other...

Disclaimer – the solution (solving contact centre employee retention) is not an easy fix and might even go against your instincts! We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving to retain their staff. Employee retention has been one of the biggest Contact Centre challenges for a long time, and...

Humanise the workplace series - Workforce Management (WFM) Vacation Planner - Part 2 Today’s contact centre is centred on profitability much as it is around customer service. But finding the right call centre software solution that supports these goals as well as keeping your agents happy can be a major challenge for many Contact Centre Managers, Team Leaders and Resource Planners! We understand that finding the right Workforce Management (WFM) Solution  which balances these 3 key areas is a must....