How call recording can improve your law practice

Working in a law firm means you probably take a lot of important calls on any given day, but if you really needed to, could you recount every call you have received and every detail discussed during these calls?

Whether you need to record for note-taking, dispute resolution, regulatory compliance or training, call recording can benefit your firm. Here are 3 ways how:

1. Avoid loss of information

When talking to clients, it is vital to actively listen and note down important information. However, relying on taking notes during a conversation can be disruptive and may result in erroneous or missed details. Similarly, there may be instances when it is difficult to understand what the client is saying (noisy environment, talking quickly, speaking in a heavy accent etc). It offers lawyers peace of mind knowing that if necessary they are able to revisit the conversation post-factum and can therefore concentrate entirely on the conversation with their client.

How call recording can improve your law practice

How call recording can improve your law practice

Through call recording, staff can listen back to calls, pick up any missed information and/or clarify any misunderstandings, ensuring that nothing critical has been missed.

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FStech Awards 2017 Winner’s Profile : Compliance Project of the Year

Compliance Project of the Year

Compliance Project of the Year was another closely fought category at this year’s event, with the judges opting to award the win to Business Systems for its Vocal Wordwatch solution.

Financial institutions today are facing tightening national and international regulatory requirements, as government authorities collaborate to uncover suspicious trading activities. One of the most important requirements for financial institutions is the archiving, storage and replay of telephony, radio and turret recordings for set amounts of time, which can be up to seven years. Archiving consists of not only storing past recordings for a set retention period, but also the ability to quickly identify and retrieve recordings when required. Continue reading

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Cloud versus On-Premise –The battle rages on

Cloud versus on premise. That familiar on-going battle. As a contact centre professional, which one do you choose, particularly when scoping out your requirements for a Workforce Management solution?

Cloud Technology versus On-Premise

Cloud versus On-Premise

In a nutshell, there a number of benefits a cloud workforce management solution can deliver in comparison to an on premise. On the other hand, an on-premise solution is more suitable for those complex and tricky installations, allowing you to customise as you see fit. Both deployments come equipped with their pros and cons. Here we highlight the main benefits of cloud technology for you to consider:

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Business Systems’ partner TeleWare celebrates 25 years of innovation and communication

Communications technology business TeleWare has begun its celebrations of 25 years of market-leading innovation. Over the last quarter of a century, the company has embraced a philosophy of ‘better business through better communications’ and has held innovation at its core, resulting in a number of world firsts.

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Using Speech Analytics in Retail Banking

A few years back we were discussing how the mis-selling of Payment Protection Insurance has highlighted a need for banks to improve monitoring of customer-agent interactions to ensure compliance to regulations.

Today, the recent figures published by the FCA regarding consumer complaints, show not only how important it is for banks to re-engineer the way they monitor their customer interactions, but also how damaging it can be if they don’t. According to the report, UK financial institutions have recorded 3 million complaints over their products and services in the last six months of 2016, hitting a 5-year high. However, what really shows the impact these complaints have on the business is the compensation banks paid during the same period, which totalled £1.9 billion. Not surprisingly, PPI remains a hot topic representing 29% of the total number of complaints, followed by registered current accounts, packaged accounts and credit cards.

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Business Systems’ partner gets highest rating for vendor satisfaction in DMG Consulting’s 2017 WFM report

Business Systems’ partner, Teleopti, has achieved the highest ratings for customer satisfaction in the 2017 WFM Product and Market Report by DMG Consulting LLC. This is the 3rd year in a row that Teleopti has been named a top WFM provider by the analyst firm, consistently receiving high scores from satisfied customers.

Teleopti leader at DMG 2017 WFM report

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Business Systems introduces NICE Quality Central

Business Systems’ partner NICE has recently released NICE Quality Central, a new quality management solution that incorporates all types of customer interaction data, drawn from any source, into a holistic and comprehensive evaluation process. This enables organizations to increase employee engagement, improve process efficiency, and deliver a superior customer experience.

NICE Quality Central

The market’s first enterprise quality management solution that works with any recording platform and data source.

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Forecasting and scheduling for multi-channel contact centres

It is no secret that as consumers we want to communicate with a brand when we want, however we want. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email (65%) and live chat (58%).

Despite this, a recent study found that 58% of retailers provide different answers to the same question across multiple channels. This is not a surprise as too often, although a contact centre will support multi-channel communication, these channels are managed in silos. For the planning department, this creates great complexity and manual effort if their workforce management system does not offer multichannel forecasting methods.

So how can you optimise resource planning in multi-channel contact centres?

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How to use call recording to solidify your market share within the property sector

The property sector in the UK is a continuously evolving sector, largely influenced by the changing socioeconomic and technological landscape of the country at each given time.  A few years back, we were talking about the change brought about by the introduction of online property portals such as Rightmove and Zoopla. Today, affordable housing initiatives by the government as well as the rise of property sharing in big cities are once again changing the market dynamics.

Call Recording for the property sector

Call Recording for the property sector

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Robotic Process Automation in Customer Service

In today’s digital world, robotic process automation (RPA) is experiencing a fast uptake, driven primarily by the abundance of data accumulated by organizations and changes in consumer behavior.

Robotic Process Automation in Customer Service

Robotic Process Automation in Customer Service

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