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Advice Hub

Advice Hub

Call Recording Advice Hub  

Call Recording Advice Hub

This section covers a number of issues relating to call recording including:

  • The Insiders Guide to Contact Centre PCI Compliance
  • Legalities of Call Recording
  • Compliance 
  • What is pay as you go call recording?
  • Sunset Policies

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Quality Monitoring Advice Hub  

Quality Monitoring Advice Hub 

All you need to know about Quality Monitoring including:

  • Implementing Call Quality Monitoring
  • Getting the most out of Call Quality Monitoring
  • What is Call Quality Monitoring
  • Which Call Quality Monitoring solution is best for you? 
  • Best Practices in Call Quality Monitoring webinar 

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Workforce Management Advice Hub
 

Workforce Management Advice Hub 

What's happening in the world of WFM including:

  • Latest WFM blog from our resident expert David Evans
  • White paper: Top 15 reasons why you should consider hosted WFM
  • Video - why WFM tools are so important
  • Case Study - Using WFM to drive service efficiencies

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Speech Analytics Advice Hub  

Speech Analytics Advice Hub

All you need to know about speech analytics including:

  • Speech Analytics FAQ's
  • How can analytics focus performance
  • Speech Analytics: The cost to your business of ignoring customer insight
  • Investment in Speech Analytics in call centres set to double
  • Speech Analytics Consultancy Brochure
  • Capita Customer Management Case Study

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Mobile Call Recording Advice Hub

Mobile Call Recording Advice Hub

Key news and updates addressing this new area of call recording including:

  • My Word is my Bond article
  • Mobile Phone Recording Report - Key Outcomes from FSA Presentation & Panel Discussion
  • Mobile Phone Recording white paper
  • FSA Mobile Recording Consultation Feedback & Final Rules

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Interview Recording Advice Hub

Interview Recording Advice Hub

Everything you need to know about Interview Recording including:

  • Interview Recording & Digital Evidence Management White Paper
  • Policing Today Article
  • Interview & Evidence Brochure
  • Video on why interview recording is important
  •  Digital Interviewing Technology in the RAF

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Automation Advice Hub  

Automation Advice Hub

Everything you need to know about Automation including:

  • The business case of Robotic Process Automation in councils
  • Robotic Process Automation in Financial Services

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Customer Service Strategy Advice Hub  

Customer Service Strategy Advice Hub

Advice from industry experts including:

  • Nicola Millard, BT's Customer Futorologist
  • Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard
  • Martin Hill-Wilson, Customer Experience Strategist, Brainfood
  • Justin Robbins, Senior Analyst, ICMI

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