Advice Hub

 

Call Recording Advice Hub

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

• The Insiders Guide to Contact Centre PCI Compliance
• Legalities of Call Recording
• What is pay as you go call recording?
• Sunset Policies

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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 

All you need to know about Quality Monitoring including:

• Implementing Call Quality Monitoring
• Getting the most out of Call Quality Monitoring
• What is Call Quality Monitoring
• Which Call Quality Monitoring solution is best for you? 
• Best Practices in Call Quality Monitoring webinar 

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Workforce Management Advice Hub 

What's happening in the world of WFM including:

• White paper: Top 15 reasons why you should consider hosted WFM
• Video - why WFM tools are so important
• Case Study - Using WFM to drive service efficiencies

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Speech Analytics Advice Hub

All you need to know about speech analytics including:

• Speech Analytics FAQ's
• How can analytics focus performance
• Speech Analytics: The cost to your business of ignoring customer insight
• Investment in Speech Analytics in call centres set to double
• Speech Analytics Consultancy Brochure
• Capita Customer Management Case Study

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Mobile Call Recording Advice Hub

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

• My Word is my Bond article
• Mobile Phone Recording Report - Key Outcomes from FSA Presentation & Panel Discussion
• Mobile Phone Recording white paper
• FSA Mobile Recording Consultation Feedback & Final Rules

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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
• Interview & Evidence Brochure
• Video on why interview recording is important
•  Digital Interviewing Technology in the RAF

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Automation Advice Hub

Everything you need to know about Automation including:

• The business case of Robotic Process Automation in councils
• Robotic Process Automation in Financial Services

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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

• Contact Centre solutions
• Contact Centre insight and guides
• Case studies 

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