Call recording provides a valuable tool for monitoring the quality of customer services, training staff, resolving disputes, ensuring adherence to best practice, meeting SLAs, providing audit trails and, of course, to ensure compliance.
It’s widely accepted that the quality of customer service provided by an organisation can have a significant impact on brand reputation. A major component of that is poor call handling, which can also affect the perception a customer has of your organisation. In turn, this can ultimately lead to a loss of sales if the problem is severe or widespread enough.
The General Data Protection Regulation (more commonly referred to as ‘GDPR’) comes into effect in just a few weeks’ time on May 25, 2018. The new EU-wide legislation is aimed at giving consumers and citizens more control over how their personal data is used.
Exceptional, multichannel customer service is now a prerequisite for business success. There are many examples of large organisations getting it wrong, with a resultant dip in reputation and, ultimately, the bottom line.
Thomson Reuters Eikon Messenger is a popular collaboration and chat tool, widely used in the financial services sector. Trusted by over 30,000 companies, it’s used by more than 300,000 users worldwide. It allows financial professionals to securely share information with customers, colleagues and other businesses in real-time.
Bloomberg is a trusted name worldwide. In addition to providing banks and financial institutions with up-to-the-second market data, business news and other information, the Bloomberg application suite used by multinational banks and organisations around the world includes a chat interface.
Today, organisations across many sectors face strict requirements governing the recording, storage, retrieval and deletion of both voice and data communications, regardless of channel. New regulations, such as the General Data Protection Regulation (GDPR) and MiFID II, require organisations to be able to record, store, retrieve and delete employee information and personal data across all channels.
According to a recent study, 60% of European business leaders say that their company is not ready for compliance with the forthcoming General Data Protection Regulation (GDPR). In fact, 24% of them deemed that they were “at risk’ when it comes to GDPR compliance.
The new EU General Data Protection Regulation (GDPR) came into force on 25th May 2018 and has had a profound effect on how contact centres record, process and store personal information from callers.
The Touch Web-Portal has had a refresh and will be available to all our customers from 12th January. Read on for more.
Welcome Daniel Hessen and Eli Kleven to our team, as Touch expands its organisation to help our customers and to boost growth. Our expanded organisation is gearing up for 2018 and is ready to help you.
New Active Directory Integration provides another level of protection for GDPR, with authentication and authorisation for users of Windows-based networks. Find out more.
Legislation is a key driver for our industry, leading to new obligations that affect different sectors. While MiFID II is largely of concern to the financial services industry, GDPR will have an impact on us all. Find out how our team is ready to support you with GDPR compliance.
A Happy New Year to all our customers. We’d like to wish you success in the coming year. As ever, we’re ready to help you meet recording challenges and to equip your business with the secure recording tools it needs.
With less than a month to go until the MiFID II legislation comes into force on January 3, 2018, new research has found that only 39 per cent of UK businesses are aware of whether they are compliant or not.
The new General Data Protection Regulation (GDPR) came into force on May 25, 2018 and introduced a multitude of new obligations on data controllers and data processors, which has had a significant impact on the way they handle and process data. A significant change to the existing rules was the right to easy access to any personal data that is held on the person making the request.