MONITOR
October 2020
Contact Centre Optimisation
Guide: The Power of Emotion In Customer Service
October marked the month of National Customer Service Week! (5th - 9th). A week which recognises that making customers happy in today's environment is not just a good idea - it's a necessity. To help you excel in customer service, download this guide for top tips.
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Inspired People Go Above & Beyond
We recently had the pleasure of speaking at The Forum's Customer Strategy & Planning Event. It was a fantastic session where we discussed the different ways you can inspire your employees to promote engagement and drive impressive ROI. Read the re-cap article written by our very own Scott Budding!
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Case Study: How HCL Halved Their Customer Complaints
HCL IBS Ltd, a BPO and a UK subsidiary of HCL, have stepped ahead of their competitors by implementing a Back-Office system to eliminate siloed teams, inflexible work queues and inefficiencies. Download the case study to read more!
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Webinar Replay: Unlock the Intelligence Buried In Your Contact Centre With Analytics
Are you getting the insights you need to make decisions in your Contact Centre? In the era of big data, data is everywhere! But accessing and using this data can be tricky. So we teamed up with our partner Calabrio to host a webinar around this popular topic.
| Watch Webinar Replay > |
Risk & Compliance
Article: How To Manage Growing Call Recording Platforms
Many Financial Institutions have had to deal with call recording systems that span multiple product versions from multiple vendors and even in multiple regions. Complicated by years of M&A and upgrades, it's created a real dilemma for call recording management and compliance. How can this be managed?
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Article: Recording Microsoft Teams For Compliance
Unified communication and collaboration platforms like Microsoft Teams are transforming the way millions of people work. However, are you meeting compliance when it comes to recording voice and electronic communications?
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Article: What You Should Be Receiving From Your Call Recording Support
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.
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Virtual Event: XLoD Global (17 - 19 Nov)
Business Systems are Associate sponsors at XLoD Global. XLoD Global is the first ever digital event to bring together all 3 lines of defence globally. Leading practitioners and regulators will come together to discuss the future of control functions, risk and communications surveillance across the 3 lines of defence.
| Find Out More > |
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Other interesting readings:
Article: 15 Inventive Strategies To Increase Customer Satisfaction (CSAT)
Article: How The Pandemic Has Increased The Digitalisation of Customer Service
Article: How Are Customer Expectations Changing and What Does That Mean For Us?
Webinar Replay: Tips For Combating Challenges In The Contact Centre During COVID-19
Webinar Replay: How WFM Can Be Used To Adapt To The New Normal
Webinar Replay: Navigating And Adapting Your Contact Centre For The Future
Article: Pressure Rises For Small Banks To Improve Liquidity Visibility
Article: All Roads Lead To The Cloud For Risk Management In Capital Markets
Article: FCA Turns The Screws On Compliance In Work-From-Home Environment
Technologies referenced in this newsletter: