Skip to main content

Advice Hub

 Top 4 Benefits of a Cloud Contact Centre

Top 4 Benefits of a Cloud Contact Centre


Everything you need to know about Workforce Management

 Call Recording Support - What You Should Be Receiving

Call Recording Support - What You Should Be Receiving


Everything you need to know about Workforce Management

 Challenges Around Managing Compliance Recording Within Financial Institutions

Challenges Around Managing Compliance Recording Within Financial Institutions


Everything you need to know about Workforce Management

 Challenges Around Managing Compliance Recording Within Financial Institutions

Recording Microsoft Teams Meetings For Compliance


Everything you need to know about Workforce Management

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

View Resources >


Call Recording Advice Hub  

Call Recording Advice Hub

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

  • Call Recording Support - What You Should Be Receiving
  • WhatsApp Business Call Recording In The Financial Services Industry
  • Challenges Around Managing Compliance Recording Within Financial Institutions
  • Top 3 Trends in Financial Services in 2020

View Resources >


Cloud Solutions Advice Hub  

Remote Working Advice Hub

Everything you need to know about Remote Working:

  • Checklist: Managing work-from-home Contact Centre Agents
  • MVR: How To Keep Traders Trading
  • Real-Time Adherence - A Key Ingredient To Help You Manage Your Workforce Remotely
  • How To Manage Contact Centre Agents During the COVID-19 Outbreak
  • How To Keep Your Employees Fully Operational From Home

View Resources >


Cloud Solutions Advice Hub  

Cloud Solutions Advice Hub

Everything you need to know about Cloud solutions:

  • Top 4 Benefits of a Cloud Contact Centre
  • [GUIDE] Inner Circle Guide to Cloud Based Contact Centre 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?

View Resources >


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? 

View Resources >


Workforce Management Advice Hub

Workforce Management Advice Hub 

What's happening in the world of WFM including:

  • WFM ROI calculator 
  • Everything you need to know about Workforce Management
  • 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

View Resources >


Workforce Management Advice Hub

Back Office Advice Hub 

Everything you need to know about Back Office optimisation:

  • Infographic: How to Boost Productivity and Cut Costs in the Insurance Sector
  • Top 3 Back Office Productivity Killers and How to Overcome Them
  • How to measure productivity in the back office
  • 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

View Resources >


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

View Resources >


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

View Resources >


 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

View Resources >


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

View Resources >

 


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

View Resources >


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

View Resources >