MONITOR 6
March 2017
Business Systems Latest Compliance &
Workforce Optimisation Technology Insights
Contact centre optimisation
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Real-Time Feedback, friend or foe?
To understand if this technology has been seamlessly embedded in the daily operation of contact centres and what its benefits and drawbacks are, we asked contact centre professionals for their opinion. more
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5 mistakes to avoid when scheduling with WFM
5 common mistakes made when scheduling with a workforce management tool and how to avoid them in order to meet targets with less effort and achieve a faster return on investment. more
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4 ways call recording can help achieve top biller status
How can staffing agencies replicate the successes of their top recruitment specialists and learn from the mistakes in order to drive better performance and revenue? more
Risk & compliance
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The Insider’s Guide To Live & Legacy Call Recording
With customer call recording and storage now a standard practice across multiple industries for Governance & Quality Control as well as a vital requirement within the Financial Conduct Authority (FCA) regulations, understanding exactly what it means to own a ‘legacy’ system is now more important than ever. more
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MiFID and Mobile Call Recording – the turbulent relationship
Our advice on MiFID II continues – in order to stay one step ahead of the game, firms should look at how technology can help them to efficiently achieve and adhere to compliance regulations. more
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The end-of-life and end-of-support deadlines of both the recorders and the operating system, as well as the different makes and locations of the systems, were making it difficult for the bank to find a solution that would address all the issues without risking the corruption or loss of the audio files. more
Other interesting readings:
Click below to find out more about the technologies referenced in this newsletter:
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