MONITOR 6
March 2018
Compliance & Workforce Optimisation Technology Insights
Contact Centre Optimisation
1\
Cloud based V On-Premise Contact Centre Solutions - which one is best?
We highlight the main differences between On-Premise V Cloud Contact Centre technologies. Read more
2\
How to Reduce Costs in the Contact Centre
Managers can face a real challenge when it comes to reducing cost. How can this be helped? Check out Number 4! Read more
3\
[WEBINAR] Understanding the Core Concepts of Scheduling with Teleopti
This first webinar in the Welcome to Scheduling School series gets right to the core of scheduling, looking at its importance in any customer service team’s planning process.
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Risk & Compliance
1\
Robotic Process Automation For Trade Reconstruction
By understanding the science behind trade reconstructions, automated solutions can cut time spent on evidence gathering from days to minutes. Read more
2\
Digitisation of Tape Recordings
Magnetic tape represents one of the riskiest storage mediums for recordings. Digitisation (moving the audio data to a digital environment such as a hard drive or the cloud) can help with this problem. Read more
3\
Do Not Jeopardise the Integrity of Your Call Recordings
Maintaining data integrity should be a core focus for all organisations; compromised data can not be used and they may result in significant costs if needed for regulatory compliance. Read more
Other interesting readings:
The 10 Things They Won't Tell You About Artificial Intelligence
The Secret Lives of Contact Centre Agents
14 Contact Centre Problems and Solutions
Compliance risk must remain a priority despite early talk of MiFID III
Rise of the Robots - RPA for Financial services
'FCA has hit the nuclear button': Industry responds to asset management final report
Technologies referenced in this newsletter: