MONITOR 6May 2019
Contact Centre Optimisation
[Guide] How to Power up Customer Experience and Employee Engagement
Effective customer experience and employee engagement is key to business success. Find out how this can be done in our latest guide.
Erlang A within Workforce Management
Erlang C has been a WFM firm favourite for decades. Now there is an alternative.
When was the last time you revisited your back-office operations?
With added communication channels and customer expectations, the volume of work in the back-office is increasing - are you doing enough to optimise your back office?
Risk & Compliance
Coping with Challenges around Accessing and Managing Call Recording Data
Infrastructure complexity. Recordings spanning decades. End of life systems. Any of these obstacles sound familiar when it comes to accessing and storing your call recording data?
Legacy Technology in the Financial Services Industry
According to Deloitte’s’ the hodgepodge of systems, platforms and software (mostly legacy) are one of the key challenges for financial institutions. How is this overcome?
Series 7 - RPA - 10 Things to Expect in 2019
Welcome to Part 7 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’.
Other interesting readings:
Workforce Optimisation: 10 Ways to Improve Your Contact Centre Schedules
Linking Back Office and Front Office to Create CXM Heaven
Seasonal WFM - How to Prepare for Peaks and Troughs in Contact Volumes
Managing Cross Channel Communications In A Regulatory Swell
Bank of England director calls for 'collective solution' to cybersecurity threats
Mastercard SVP: Customer experience presents battleground for bigtech and banks
Technologies referenced in this newsletter:
Robotic Process Automation
Legacy Call Retrieval