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Advice Hub

Mapping your Robotic Process Automation Journey

NEW Paper: Mapping your Robotic Process Automation Journey

Mapping your Robotic Process Automation Journey

How to transform and future proof your contact centre back office

NEW Article: Transform and Future-Proof your Contact Centre Back Office

How to transform and future proof your contact centre back office

What to consider when moving to a cloud based contact centre

NEW Article: What to Consider When Moving to a Cloud Contact Centre

What to consider when moving to a cloud based contact centre

Legacy Call Retrieval and Replay 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  

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  

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  

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

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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Workforce Management Advice Hub

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

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

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

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  

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

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

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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