MONITOR 6
June 2017
Business Systems Latest Compliance &
Workforce Optimisation Technology Insights
Contact centre optimisation
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How call recording can improve your law practice
Working in a law firm means you probably take a lot of important calls on any given day, but if you really needed to, could you recount every call you have received and every detail discussed during these calls? more
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Interaction Analytics: Deciphering Customer Satisfaction
According to recent statistics a typical business hears from only 4% of its dissatisfied customers. A startling percentage. What happens to the remaining 96%? more
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5 Ways to get more out of your agent training
Contact centers are notorious for being extremely busy and agent time is closely monitored to ensure that customers’ calls are promptly answered. There are a few things that you can start implementing immediately to help meet training needs while investing less time and effort and improving your outcomes. more
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Risk & compliance
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Decrypting Mobile Call Recording
Business Systems' Will Davenport gives an expert overview of the Mobile Call Recording technologies available for Financial Institutions. more
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Insurance sector: An industry ripe for Interaction Analytics
Customer share and share of wallet is where the battles are fought under the watchful eye of the regulators, but unlike other industries, customers engage through very few touch points with their insurance company. more
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Technology roundup: Call Recording
Articles, technologies and regulations for call recording within Financial Services in the UK. more
Other interesting readings:
Click below to find out more about the technologies referenced in this newsletter:
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