MONITOR 6

July 2017

Business Systems Latest Compliance &
Workforce Optimisation Technology Insights 

Contact centre optimisation

1\

The State of Quality Monitoring - 2017

We teamed up once again with The Forum to find out if and how contact centres in the UK have improved in streamlining Quality Monitoring. Download the Report 

2\

Delving deeper into Workforce Management for the Back Office

We explore how Workforce Management can help cut costs, meet service level agreements and establish operational efficiency when being utilised in the Back Office. Read more

3\

Gamification: Unleash the power of competition

Contact centre gamification is the implementation of game like mechanics in order to influence behaviour and activities. It serves as an intrinsic and extrinsic motivator to engage employees and deliver better results. Read more

Risk & compliance

1\

Disprove misselling allegations & de-risk information processing

With pension annuities about to become the new PPI, artificial intelligence and analytics may be one of the best investments an insurance company can make. Read more

2\

Failing compliance has become a personal matter

Failing to comply with regulations does not just affect the reputation of a business but it also personally affects those in charge of the business.Read more

3\

What the WannaCry Ransomware attack means for Voice Recording

Following the recent strain of the WannaCry ransomware attack, we cover what the best protection for systems running the Microsoft Windows operating system is. Read more

Other interesting readings:

How Fintech companies should handle compliance

Final MiFID II policy statement and sixth consultation paper

23 Ways to improve long-term productivity in the Contact Centre

Webinar Replay: Bringing Quality Monitoring into the heart of the Contact Centre

Click below to find out more about the technologies referenced in this newsletter:

Contact Centre
Call Recording

Speech & Interaction Analytics

Workforce Management