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 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:
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.
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.
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.
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.
The market’s first enterprise quality management solution.
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?
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
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
Business Systems has won the award for Compliance Project of the Year at the FStech Awards 2017, with its Vocal Wordwach solution.
Business Systems (UK) Ltd, leading compliance and performance optimisation solutions provider, announced that it has won the ‘Compliance Project of the Year’ award at the FStech Awards 2017.
Business Systems team receives the Compliance Project of the Year Award
Posted in Call Recording Technology, Compliance, Featured News, Financial Call Recording, Legacy Call Recording Products, Press Releases
Tagged awards, call recording advice, compliance, legacy call recording, press releases, vocal wordwatch
The ways that customers communicate with the companies with which they do business has changed dramatically in the last decade. The challenge for contact center management, therefore, is to bring together employees, customers and business goals and run the contact center in an efficient, productive, engaging, value-adding and profitable way to satisfy all elements of the equation. One of the most important steps to balancing this equation is workforce management (WFM) software.
WFM in 2017
In a recent study entitled, “The State of Workforce Management in Contact Centers – 2017,” UK-based workforce optimization specialist Business Systems Ltd interviewed 100 contact center professionals in the UK to gain a picture of how WFM systems are perceived and used within small, medium and large businesses across the UK.
The rest of this article can be found exclusively on the Workforce Management Today website >