As regulatory framework for the financial industry tightens, financial institutions are being called upon to record “all communications that are intended to lead to a transaction”. So what does this really mean for mobile call recording?more
Speech analytics provides a vital window into the interactions between agents and debtors and helps collection agencies identify where changes need to be made to give them a leading edge when competing for portfolios and collection accounts. more
In a world where super-size fines no longer shock or deter bad practices, regulators have moved on to using a wider range of measures to ensure compliant behaviour from both firms and individuals. more
Find out how Contact Centres in the UK are using Quality Monitoring in 2016 and whether it is gaining momentum as an integral part of the contact centres’ strategy. more
The technology has developed in parallel with the evolution of the contact centre and is still seen as one of the driving tools to utilise in this environment.more