Paddy Coleman at QStory takes a closer look at how intraday automation is the next step-up in contact centre performance… Continue reading The Intraday Story – Four Reasons to Think Again about Real-Time
Category Archives: Guest Content
Outsourced contact centers: 7 challenges and solutions – the latest blog from Teleopti
Nick Brook at Teleopti explores the challenges faced by outsourcers today and how to solve them… Continue reading Outsourced contact centers: 7 challenges and solutions – the latest blog from Teleopti
Extracting Calls from Old Call Recorders Checklist
Whether you need access to old call recordings for compliance reasons (FCA, MiFID II) or for business intelligence, there are a number of options available to help you preserve historic call recording audio and data including: Continue reading Extracting Calls from Old Call Recorders Checklist
GDPR compliance: a live chat checklist
GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Under GDPR, companies must follow uniform rules on how personal data is processed or face severe penalties. Here, live chat specialist, Parker Software, has complied an actionable checklist for live chat customers. Tick off these six straightforward steps to start your journey to GDPR compliance. Continue reading GDPR compliance: a live chat checklist
Facing up to the scary truth of customer security in contact centres, by Puzzel
Thomas Rodseth, VP of Product & Marketing at Puzzel says ignoring PCI DSS is like leaving the house without locking the front door or closing the windows but some contact centres are doing just that by paying lip service to security. It’s time to safeguard customer data by improving processes around people, storage and infrastructure. Continue reading Facing up to the scary truth of customer security in contact centres, by Puzzel
Looking back on the cloud
Years after predicting the future of cloud-based workforce management, Teleopti’s Product Manager Jeremy Hamill-Keays reveals the real state of affairs in contact centers today. Continue reading Looking back on the cloud