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Advice Hub


NEW Article: 4 Tips: Preparing for Fluctuating Contact Volumes with WFM

   

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:

  • 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:

  • 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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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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 Automation Advice Hub

Automation Advice Hub

Everything you need to know about Automation including:

  • 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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