The impending General Data Protection Regulation (GDPR) will affect every business process that handles personal data — and customer service is no exception. Business automation expert, Parker Software, has released a comprehensive white paper explaining how customer service departments can ensure they are compliant. Continue reading Five steps to GDPR compliance
Category Archives: Whitepaper
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
Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows
The contact center has gone through myriad shifts in focus over its tenure. In the early days of customer service, the call center – later dubbed contact center – was viewed as a cost center and not the customer engagement hub that it has developed into today. Initially, the key focal point for businesses was increasing operational efficiencies. Continue reading Deploying Robotic Process Automation in Contact Centers Improves Customer Engagement and Business Workflows
The State of Quality Monitoring – 2017
Last year, Business Systems 2016 survey showed a significant turn towards Quality Monitoring compared to 2015: Continue reading The State of Quality Monitoring – 2017
Guide: Robotic Process Automation in Customer Service
It’s a new era and one with robots. The emergence of Robotic Process Automation (RPA) has meant significant potential cost savings and scalability advantages to appeal to almost any customer service driven business. Continue reading Guide: Robotic Process Automation in Customer Service