MONITOR 6
September 2019
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Contact Centre Optimisation
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Whitepaper: How to balance organisational and employee needs
How can you keep employees motivated in the modern contact centre?
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What to consider when moving to a cloud contact centre
Thinking of making the move? Take 5 minutes out to read our article.
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How to measure productivity in the contact centre back office
Your back office plays an important role in the customer experience, but measuring it’s productivity isn’t that straightforward. We discuss KPI’s to keep in mind.
Risk & Compliance
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How to find a way out of the call recording jungle!
Many financial companies have created voice/call recording mayhem for themselves by surrounding themselves with multiple voice recording solutions, but there is a way out!
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Beginning the RPA journey - where do you start?
A quick article on what you should consider if you're thinking about how Robotic Process Automation would work in your organisation.
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VIDEO: How to retrieve legacy call recordings
You need to extract and replay calls when the regulator comes knocking. But it's hard to access all that call data from multiple call systems. How can we help?
Other interesting readings:
Technologies referenced in this newsletter: