Services

For Banks and other financial organisations, running and maintaining multiple legacy & live voice platforms is a costly burden with hidden risks. This in-depth report, sponsored by Wordwatch, outlines how these organisations can, by consolidating their view of legacy voice data: Improve Compliance Mitigate Disparate Data Risks Protect Their Reputation Cut Costs Download the full report now to find out more.

Rapid advancements in technology are redefining the ways in which customers and organisations interact. In this whitepaper, we explore seven key digital trends in the contact centre that present opportunities to enhance customer experience. The importance of providing good quality digital conversations - 94% of consumers are frustrated by disjointed encounters with organisations. The power of Instant Messaging as a primary service channel - 70% of UK consumers feel more connected to businesses they can message. How Service Simplification is...

Upgrading to a cloud contact centre is becoming a crucial way forward in how businesses operate. Ensuring effortless customer experiences that exceed expectations is critical to a contact centres success. But call centre software that manages systems and customer channels separately can make this extremely difficult to do. Is your current contact centre setup making your job harder than it should be? If so, download this guide to see if now is the right time to level up to a...

Agent remote working has enabled the work/life balance the contact centre industry has been talking about for years. However, with these benefits, come challenges that need to be addressed to ensure long-term success. For example, for organisations, having visibility into agent actions to ensure compliance is a must have. Mirroring the teamwork and motivation agents previously received in the office is also necessary for employees to remain engaged. Finally, providing real-time support and coaching for agents as they previously had...

If you manage compliance recording for a financial firm, you know the world around you is changing at a dizzying pace. Firms have now shifted to remote work environments, with regulated employees adopting new ways of communicating. This ranges from mobile phones and applications (like WhatsApp) to unified communications platforms (like Microsoft Teams). This enables voice, video, chat, document sharing and on-line collaboration. At the same time, global regulations are accelerating and putting pressure on firms to ensure that all...

Download our handy checklist which highlights the top 8 features you need to consider when looking for a Microsoft Teams compliance recording solution to capture your communications. For many organisations such as Trading Floors, Financial Services and Contact Centres, it is not enough to simply have Microsoft Teams in place and to use the native recording within Teams – these organisations need to be able to efficiently record, store and monitor regulated interactions to remain compliant.

2020 witnessed many financial services operating models having to rapidly evolve to accommodate large numbers of staff homeworking on a full or part-time basis with only occasional office visits. This guide lists the top 15 homeworking common problems financial services organisations have come across, and how the OPX platform (Back-Office Workforce Optimisation solution) has provided a strategic solution to all of these.   *The guide has been written by: Harry Taylor (former UK Operations Director for Abbey National Bank and Santander Bank)Paul Barrow (former COO...

Despite the rise of analytics and automation,  contact centres remain a human-centred industry. Agents engage with callers, and the success of these interactions depends on personal connections. Skilled team members are the undisputed key to survival,  and managing them well gives a distinct competitive advantage. The importance of  the employee has remained constant since contact centres first began. Download this paper to find out more about: Rising contact centre industry pressuresOrganisational and employee needsHow employee expectations and needs are evolvingHow to...

As your organisation navigates potential emergency situations that force agents to work from home, as well as the rise of homeworking in general with organisations, Business Systems and NICE inContact have your contact centre technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact centre must also have a business continuity plan for other resources to make remote work a functional reality. There's so much to consider when...

Workforce Management technology has come a long way in a very short period of time. Nonetheless, there seems to be a lack of understanding on how this technology can help contact centres improve their resource planning, customer service and employee engagement whilst reducing staff turnover and overall operational costs.   Based on our survey, many contact centre professionals are still not convinced on the benefits Workforce Management can deliver to their organisation.