Skype for Business offers contact centres the potential to provide a more personalised service, one that includes video and shared screen/desktop as part of the customer service experience. Through Skype, contact centre agents can answer customers queries via voice or chat, personalise the communication through video chat, demonstrate visually how to solve their problem and, if necessary, share desktops and screens. Just as with any other customer communication channel, such as phone, email and social, interactions with customers via Skype offer a wealth of information that can significantly impact business decisions, improve operations and promote customer loyalty.
Skype for business recording
Business Systems wins Recognised Leaders in Workforce Optimisation Solutions – UK award, where its unique Vocal WordWatch portal is recognised as Best for Call Retrieval & Replay Technology – UK
2016 Technology Innovator Awards
Isleworth, September 20 2016 – Business Systems announced today that it is among the winners of the coveted 2016 Technology Innovator Awards that recognise and reward the individuals, departments and firms behind the ground-breaking developments that change the way we do business for the better. The company, with its innovative software portal Vocal WordWatch, has earned two titles, “Recognised Leaders in Workforce Optimisation Solutions – UK” and “Best for Call Retrieval & Replay Technology – UK”. Continue reading
The Business Systems and Wilmac Global Partnership Alliance continues to grow in strength well into the second year of its formation
[Press Release] – Business Systems and Wilmac have developed the Global Partnership Alliance to address the growing need for exceptional support and service on a global scale for recording technologies and related solutions.
Founded in 2015, the Global Partnership Alliance was the result of an increasing number of global customers expressing the need to extend their service and support contracts across their countries of presence. The Global Partnership Alliance has quickly grown to include 18 partners across 39 countries.
Internationally, customers have greater and simpler centralized control of their estate, with standardized cost plans and levels of service. At a more local level, customers receive technical support from the best local provider who has a strong regional presence and is familiar with national regulations and norms.
Call recording solutions have been well adopted by contact centres to help improve quality and subsequently customer satisfaction. However, its benefits go far beyond the contact centre and can be applied to a number of different departments across an organisation. Call recording can not only increase customer satisfaction and reduce customer attrition, it can also help create customer centric sales and marketing strategies as well as manage workforce effectively.
Here is how you can increase the return on your investment in call recording, whilst empowering your Sales, Marketing and HR functions.
Making Call Recording work for the entire business
Workforce Management (WFM) self-service and engagement capabilities are key functionalities within Workforce Management technology. It allows employees to view schedules, request absences, view their own performance and self-schedule through preference and availability options.
A WFM employee portal provides an organisation with a fantastic opportunity, not only to engage their employees but to also help reduce the management overhead of dealing with requests and reporting. As part of the engagement toolkit, the employee portal enables the employee to take control and accountability for all elements relating to their work patterns.
So if you’re considering deploying an employee portal via WFM, here are 5 top tips you should consider to ensure a successful outcome:
WFM employee portal.
To set the scene on the Brexit stage, on the 24th June, the FCA issued a “Statement on European Union referendum result” stating that:
“Firms must continue to abide by their obligations under UK law, including those derived from EU law and continue with implementation plans for legislation that is still to come into effect”.
MiFID II therefore still represents a colossal change – Brexit or no Brexit. 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?
MiFID and Mobile Call Recording
Workforce Management technology has come a long way from the niche, single channel scheduling tool it once was, to the hosted and cohesive solution offering we have today.
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. It has unfailingly enabled organisations to plan and schedule efficiently to improve customer service as well as better meet the needs of the very people it helps manage, by providing functionalities tailored to nurture employee engagement.
A recent report on ‘The State of Workforce Management in Contact Centres – 2016’ however has shown us that 83% of respondents were experiencing challenges with their current WFM system.
WFM has been around for many years, and as a result many systems have simply become incompatible with the demands now placed on the modern contact centre. The majority of challenges reported by our respondents, (including speed, performance reporting and scheduling time off requests) are no longer encountered in the enterprise systems of today which are quicker, cannier and more user intuitive.
On the 21st-22nd of June we attended the Compliance and Conduct Risk in Financial Services Forum where we held a workshop session with our partners O2, showcasing how technology can help meet the ever changing regulatory and stakeholder demands without compromising compliance.
We caught up with our guest speakers Garry White (Business Systems) and Mark Baggs (O2) who gave us an overview on what they discussed in their leading session “Evidencing the journey – Managing change without compromising compliance”.
Garry White, Business Systems (UK)
Many of you may be familiar with the Donald Rumsfield speech:
“There are known knowns. These are things we know that we know.
There are known unknowns. That is to say, there are things that we know we don’t know.
But there are also unknown unknowns. There are things we don’t know we don’t know”.
This speech has never been more relevant as the regulatory framework for the financial industry tightens. Financial Institutions are called upon not only to perform telephone transactions in a specified manner, but also to record and provide evidence of compliant conduct under strict time constraints. For organisations with thousands and millions of phone transactions, it is impossible to be certain that each and every one of those transactions follow procedure –whether this relates to code of conduct, process or technology.
Managing change without compromising compliance
With the majority of respondents agreeing that the biggest threats of non-compliance are financial and reputational, it seems that key aspects of a comprehensive legacy strategy are still being omitted.
Since the subprime crisis, the financial services industry has been experiencing an ever tightening regulatory framework that aims, among other things, to establish transparency in market conduct. One of the channels that is most scrutinised (and most susceptible to non-compliance) is the telephone.
When most contact centres invest in call recording technology they typically have a list of requirements that have to be met. Usually these requirements include Quality Monitoring (the ability to evaluate agents and report on their performance), Screen Recording (the ability to see what is being done on screen by the agent) and PCI Compliance (the ability to stop the capture of credit card details to meet PCI DSS regulations). But what other less known features does a call recorder have that could substantially improve your business?
There are many ways customer interactions take place. Customers can email, chat or even use social media sites, such as Twitter and Facebook, to get in touch with a business. All these different interactions should be recorded as they all offer a wealth of information that can be used to shape the business. Recorded data can help you understand competition, quickly resolve issues with customer complaints and provide a better overall level of service, which in turn strengthens customer satisfaction and loyalty. Most importantly, it can provide you with the ability to see your customers’ engagement in its entirety.
Call Recording Features