MONITOR
August 2020

Business Systems Latest Compliance & Workforce Optimisation Technology Insights

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 >

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 >

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 >

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 >

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 >

Managing Compliance Recording

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 >

Other interesting readings:

Technologies referenced in this newsletter: