Providing the best quality customer service seems to be becoming more complex and challenging for organisations each day. Customers demand omni-channel communication options yet expect a seamless and unified experience regardless of the channel they use. At the same time, it is essential to monitor and test the performance of customer service operatives in order to provide the optimum customer experience and operational efficiency.
Apple’s iPhone has become a global phenomenon and, while popular with consumers, has also become popular with enterprise and business users. Many businesses need to record calls, for compliance, training and quality assurance purposes – the only way to record calls for business purposes is through network-based solutions. Read on for more.
Businesses and organisations must cope with a growing diversity of interaction channels with their customers. From fixed to mobile to social media and chat, the challenge of maintaining fluent, seamless conversations has grown. For businesses and organisations that need to record voice calls for compliance and customer service purposes, this creates a serious headache. Can your recording platform keep up? Read our paper to find out what you need to know about omni-channel recording.
Microsoft Teams has been eagerly embraced by organisations for internal and external communications. Reports from Microsoft indicate there are now 75 million active users daily. With Touch, you can easily bring Teams channels into recording and compliance programmes.
Today's businesses use a mix of different channels for communicating between employees and customers. With the transition to telecommuting and working from home for part of the workforce, it is no longer feasible to only use fixed lines for voice communications. As a result, most organisations are also using mobile devices, alongside VoIP lines and their computers to make calls. As a result, businesses that record all calls between their teams and customers must also consider adding mobile devices to the recording solution.
More than two-thirds of organisations are still not fully compliant with the General Data Protection Regulation (GDPR), despite it coming into effect nearly two years ago, and the threat of heavy fines for non-compliance. That’s according to a Capgemini Research Institute survey of 1,100 compliance, privacy and data protection personnel.
Call recording is a crucial and relevant topic for businesses today. Organisations have to contend with regulatory compliance especially with more countries introducing strict rules. Besides, they have to consider the constantly changing mix of enterprise communications channels. It is no longer enough to record calls on one or two channels because business communication is spreading out over multiple channels.
Business communication has evolved considerably over the last few decades. Despite this, voice calls are still the most popular form of enterprise communication – but, how businesses use voice has changed dramatically. The rise of mobile phones has altered the landscape beyond recognition. Of course, many still retain and use bulky desk phones, but mobile has rapidly become the preferred device for many. In 2020, people expect to communicate – both internally and with customers – from anywhere in the world.
Add another source of analytics and insights to your data programmes and investments with Touch QMS – automated evaluation of customer calls, delivering valuable intelligence and driving performance optimisation.
Touch AS recognised among Norway’s fastest-growing companies for the sixth year.
Skype for Business call recording is a relevant topic for many businesses. That’s because, in the ever-changing world of technology, businesses have to keep pace with an evolving mix of communications channels. So, in addition to providing employees with fixed line phones for their desks, as well as mobiles for remote working, they must also consider the evolving mix of additional channels which are being adopted, for internal and external communication.
Providing continuous service assurance for call recording as a service is essential. At Touch, we maintain and assure the complete value-chain for the Touch Call Recording Service with active, real-time continuous performance monitoring. How do we deliver continuous assurance?
With cyber-attacks on the rise, it’s essential for service providers to take all possible steps to protect their offers. At Touch, we work constantly to ensure that all data has been secured and that we follow all relevant regulations. How do we protect your data?
Fixed line call recording remains an important topic for a range of regulatory and quality assurance purposes. That’s because, although many business users have adopted mobiles as their primary device, most businesses of any size still maintain a fixed line infrastructure. They may use on-premises solutions, such as legacy PBXs, or they may have adopted a hosted IP solution in the cloud. They may also be using call centre or call distribution functionality, which can also be deployed locally or in the cloud.
Many people are interested in call recording for their Android devices. A quick check on a suitable search engine will reveal a plethora of choices from a wide range of sources to meet this need. You can even find all sorts of demonstration videos on YouTube, illustrating such solutions and how to use them.
It can be hard to keep up with the ever-evolving world of regulatory compliance, particularly in the financial services industry. The recently introduced MiFID II which built on existing rules and added new requirements, including the recording and storage of all calls that are intended to result in a financial transaction.