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MONITOR 6

January 2017

Business Systems Latest Compliance &
Workforce Optimisation Technology Insights 

Contact centre optimisation

1\

Quality Monitoring top tips for contact centres

Useful tips on how to do get the most out of your quality monitoring efforts and deliver results. more

2\

[CASE STUDY] Speech Analytics in the contact centre

Equiniti drives change and continuous improvement with Speech & Interaction Analytics. more

3\

Workforce Management emerging trends

3 emerging trends to watch out for in workforce management technology in 2017. more

Risk & compliance

1\

Recording of face-to-face meetings for compliance within the financial industry

Face-to-face recording may not be currently required by the regulators, but it is an investment that can pay for itself. more

2\

Digitisation of tape recordings

Magnetic tape represents one of the riskiest storage mediums for recordings as it has a finite lifespan (10-20 years) and is susceptible to premature degrading dependent on storage conditions and access frequency. more

3\

The evolution of mobile call recording

With MIFID II cracking down on rogue trading, the time to consider mobile call recording might as well be now. more

Other interesting readings:

Business Systems shortlisted for the Compliance Project of the Year Award category

Tackling competition in advice: What to expect from the FCA in 2017

5 customer service figures defining 2017

Kick-Ass Customer Service

Want to Attract Millennials? Just Ask Them What They Want

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

Recorder Support Services

Speech & Interaction Analytics

Mobile Call Recording

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