All white papers & guides

As voice recording systems reach end of life, banks must find a way to preserve the recordings and the voice data integrity, so they remain accessible for regulatory retrieval purposes. The typical approach involves migrating the legacy voice recordings into a new voice recording system which can be a bit like putting a square peg into a round hole – it cannot be done in its entirety without changing the original format of the data, an unacceptable compliance risk. But...

“The Inner Circle Guide to Omnichannel (3rd edition)” is one of the Inner Circle series of ContactBabel reports. The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions and business issues. The Guides aim to give a detailed and definitive view of the reality of the implementing and using technologies, how best to address these issues, and a view on what the future holds. To find out more about what the future of Omnichannel within...

We all want to do more with less, benefiting from a more efficient and productive operating model. Unfortunately, there is no one magic formula or quick fix to achieve this. However, with slight incremental changes, contact centres can formulate a powerful workforce engagement management strategy to reduce costs across the board. Our guide highlights the top 9 ways contact centres can lower costs and how much you can expect to save with each one ranging from: Optimal schedulingLess time spent...

Learn About the Top 9 Call Recording Infrastructure Challenges Today, most financial organisations operate voice recording systems that span multiple vendor products, multiple versions with multiple capture protocols, and often in multiple regions – too many multiples to run an efficient operation! Much of the system estate may be out of date and incompatible, which creates a real and significant dilemma in terms of call management, regulatory compliance adherence, operational efficiencies, and cost base control. Download our whitepaper which discusses...

Many organisations such as Financial Institutions or Contact Centres implement and manage call recording solutions to ensure compliance, improve the customer experience and reduce business costs. However, organisations also need a reliable call recording support partner to ensure their systems are running as they should. Our guide outlines what support you should be receiving from your call recording supplier, a checklist of what to ask potential providers and considerations when addressing legacy call recording data.

Consumers across generational age groups and particularly those within the Generation Z and Millenials bracket have an expectation that communication with a brand should be possible via any preferred channel such as phone, email, chat, advanced messaging apps or social media. As these expecations have evolved, contact centres have also progressed to keep pace and provide a first-class customer experience across both multi-channel contact centre and omni-channel contact centre set-up. However, how have these set-ups impacted forecasting and scheduling? Download...

This new digital world is making contact centre reporting evolve to become quicker and cheaper for companies around the world. In the beginning, reporting was simple. The calls came through and the agent would report the data into their system. Standard reporting only answered basic questioning. But now, in today's hyperconnected world, it doesn't take long for a call centre to evolve into a multi-channel contact centre. So it’s no wonder contact centre managers, supervisors and analysts are getting overwhelmed...

Social customer service is complicated. What may begin as a single tweet can escalate into a battle of voices. For each customer query that requires a response, this complicated social thread must be understood, deconstructed and assigned to agents with clear intent.  Technology, with support from a fantastic customer service team, is the only way to achieve this.

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...

For contact centre leaders, the pressures to maintain service levels while dealing with high turnover, remains a constant challenge, and this is where WFM software comes in. To rise to the challenge, contact centre leaders are looking for smart Workforce Management tools that enable them to improve agent productivity and morale whilst also boosting service level performance. But with a crowded WFM market filled with seemingly similar products, what does next-generation WFM really look like? Download this buyers guide for...

The pandemic has accelerated digital transformation across the business world. Contact centres in particular have had to adjust and become more agile in their operations. In order to find out more, download the recent survey on ‘The State of Contact Centres in 2021’ This report has uncovered many insights, one of them being that 3-in-4 contact centres have moved to the Cloud.   This report covers the following topics: Accelerated Cloud Migration: How the pandemic has accelerated cloud adoptionMaking AI...