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MONITOR 6

August 2016

Your Latest Call Recording,
Workforce Optimisation & Compliance Insights

 Risk & compliance

1\

MiFID and Mobile Call Recording – the turbulent relationship

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

2\

The business sense of Speech Analytics for Debt Collection

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

3\

Failing compliance has become a personal matter

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

 Contact centre optimisation

1\

The insiders' guide to contact centre PCI compliance

A short guide on everything you may need to know about what being PCI DSS Compliant really means. more

2\

White Paper: The State of Quality Monitoring 2016

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

3\

Why Workforce Management should not be your nemesis

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

Other interesting readings:

UK payments regulator calls for structural reform

Corporates and compliance - avoid fines and reputational damage

Frost & Sullivan Lauds Teleopti's Stellar Customer Engagement in the Workforce Management Market

Curbing Agent Burnout In a Call Center

11 Top Tips for Spreadsheet Forecasting in Excel

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