MONITOR
August 2020
Contact Centre Optimisation
Article: Top 4 Benefits of a Cloud Contact Centre
COVID-19 has pushed us to the verge of another cloud migration. Here are the top 4 reasons why now would be a good time to make a move to a cloud based call centre solution.
Top 4 Benefits of Cloud > |
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Workforce Management Scheduling & Planning Techniques
In order to meet customer demand, the contact centre always needs to ensure that agents with the right skill sets are available at the right time. Here are some quick WFM scheduling techniques to keep in mind.
WFM Planning Techniques > |
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GUIDE: The Innovator's Guide To The Digital-First Contact Centre
Contact centre adoption for digital channels is growing. Today's consumers expect to use their channel of choice based on their requirement and current situation. Is your contact centre set up for this yet?
Download Guide > |
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Risk & Compliance
Call Recording Support - What You Should Be Receiving
Call Recording systems need to be managed and maintained, particularly when an organisation expands and along with it, it's voice architecture and landscape. Find out what support you should be receiving.
Call Recording Support > |
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GUIDE: 8 Microsoft Teams Compliance Recording Must-Haves
If you're struggling or currently investigating a way to record Microsoft Teams and all of your trade-related communications (including multi-channel communications such as voice, chat and video), then this e-book is for you.
Download E-Book > |
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The City Regulator has been tough on issuing fines for compliance recording in the last few years. How can organisations keep on top of this?
Managing Compliance Recording > |
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Other interesting readings:
Complete The CCH Survey To Benchmark Your Contact Centre
Business Systems Awarded Supplier Place On Spark DPS
Remote Staff Engagement: 9 Strategies To Make Your Team Smile
6 Customer Experience Rules Banking Leaders Follow... That Any Business Can Learn From
Retail Banks Can No Longer Afford Tech Mistakes
UK economy facing worst crash in 300 years
British Spies Urged To Use Artificial Intelligence To Fight Security Threats
Technologies referenced in this newsletter: