MONITOR 6
October 2019
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Contact Centre Optimisation
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Everything you Need to Know about Workforce Management
WFM is about assigning the right person with the right skill at the right time to help you meet demand. Take 5 minutes out and refresh your knowledge on this topic.
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Checklist: Call Recording Installation Checklist
Are you looking to upgrade or replace your call recording system? Then download our checklist which will come in very handy!
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Quality Monitoring Auditing and Calibrations [2019]
Call monitoring in the contact centre is the process of listening to live or previously recorded calls in order to:
- audit the performance of agents
- improve the service provided
- develop sales or support strategies
In order for quality monitoring to work, there needs to be a level of auditing and calibration.
Risk & Compliance
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An Insider’s Guide to Robotic Process Automation – Best Practice Automations
Part 4 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’ where we cover:
- Designing Automation
- Process Recording
- Automation Pitfalls
- Automation Reporting
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Speech Analytics for Banking and Financial Services [2019]
Prevent customer attrition, reduce customer effort, ensure compliance and build a more competitive offering with Speech Analytics in retail banking.
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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:
Podcast – Contact Centre Coaching: How to sustain learning and make it fun!
2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe
How To Build A Customer Service Strategy And Drive Repeat Business
MiFID II 'unbundling' rules working well for investors - FCA
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Technologies referenced in this newsletter: