Advice Hub

Legacy Call Retrieval and Replay Advice Hub

Everything you need to know about Legacy Call Retrieval and Replay including:

• The Impact of Legacy Technology on Digital Transformation in the Financial Services Industry 
• Meet Helen - she needs to extract calls for trade reconstruction 
• Meet Ricardo - He needs to interrogate call data from multiple systems

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Call Recording Advice Hub

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

• Wordwatch: A Multivendor Centralised Voice Recording Replay Portal for Financial Compliance
• Legalities of Call Recording
• Building a business case for call recording
• Legacy Call Recording, Retention and Retrieval 

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Cloud Solutions Advice Hub

Everything you need to know about Cloud solutions:

• What to consider when moving to a Cloud Contact Centre
• Cloud based v/s On-Premise Contact Centre
• Workforce Management - Cloud or On Premise?

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Quality Monitoring Advice Hub 

All you need to know about Quality Monitoring including:

• WEBINAR: Bringing QM into the heart of the Contact Centre
• Getting the most out of Call Quality Monitoring
• Implementing Call Quality Monitoring
• Which Call Quality Monitoring solution is best for you? 

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Workforce Management Advice Hub 

What's happening in the world of WFM including:

• 4 Tips: Preparing for fluctuating contact volumes with WFM
• Erlang A within Workforce Management 
• What-if scenarios - how can they help you plan and schedule?
• Workforce Management Scheduling and Planning Techniques
• Workforce Management Planning Techniques: Scenario Planning

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Back Office Advice Hub 

Everything you need to know about Back Office optimisation:

• Visibility of productivity and effectiveness in your back office 
• White paper: The Future of Front and Back Office Workforce Blending
• Informational Blog: When was the last time you revisited your back office operations?
• Case Study - ReAssure reduced operating costs by 15% with OPX

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Automation Advice Hub

Everything you need to know about Automation including:

• [WHITEPAPER] Mapping your Robotic Process Automation Journey
• How can Robotic Process Automation help the Financial Services Industry?
• How the Public Sector can optimise their workforce and reduce costs
• Robotic Process Automation for Trade Reconstruction

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Speech Analytics Advice Hub

All you need to know about speech analytics including:

• Speech Analytics FAQ's
• Entry Level Speech Analytics
• Interaction Analytics: Deciphering Customer Satisfaction
• Insurance Sector: An Industry Ripe for Interaction Analytics

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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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Contact Centre Advice Hub

This section covers insights for Contact Centre performance

• How Business Intelligence Boosts Performance Management in Call Centres 
• Contact Centre Solutions
• Contact Centre Workforce Management

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Mobile Call Recording Advice Hub

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

• MiFID II Roundup
• Technology Roundup: Mobile Call Recording
• Decrypting Mobile Call Recording

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Interview Recording Advice Hub

Everything you need to know about Interview Recording including:

• Interview Recording & Digital Evidence Management White Paper
• Policing Today Article
•  Digital Interviewing Technology in the RAF

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