MONITOR
September 2020
Contact Centre Optimisation
Report: The State of the Contact Centre - Embracing the Evolving World of Work
The COVID-19 crisis has been a challenge for contact centres. Download our report based on a survey of contact centre managers to understand how to embrace this and lead in the evolving world of customer service.
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Guide: 4 Reasons Why You Need Back-Office Technology
With operating costs and customer expectations going up year on year, the pace of change in organisations is quicker than ever. It's time to start talking about how the Back-Office plays a pivotal part in success.
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Workforce Management ROI Calculator
Would you be interested in finding out the potential savings that could help transform your contact centre operations? Use this simple WFM ROI calculator to find out!
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Article: COVID-19: The Catalyst Behind Remote Working For Government
Our resident expert, Daniel May explains how technology has driven real change for the UK Visas Immigration Asylum team.
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Risk & Compliance
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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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.
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WhatsApp Business Call Recording In the Financial Industry
While WhatsApp is highly convenient for employees to use, the platform can cause severe compliance and security breaches for financial firms who are already having to deal with complex mandates to ensure recording compliance. Here's why.
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Other interesting readings:
What To Look For When Buying a Cloud Communications System
5 Ways to Improve Internal Communication With Remote Customer Service Teams
Be Consumer Fit. Insights-Driven Organisations Grow 8 Times Faster than Global GDP
Retail Banks Can No Longer Afford Tech Mistakes
We Should Embrace Data and Use It Well - Not Guard Against It
Technologies referenced in this newsletter: