MiFID II is coming and companies are running out of time to ensure they comply with the strict new rules for call recording. The revised legislation poses a unique set of challenges – there’s much more to compliance than simply recording conversations.
One of the most complex areas of the new GDPR rules concern call recording and storage, which is classified as a form of data processing. As a result many businesses are still facing a big challenge to be compliant. Watch our webinar to learn the key stages to getting your call recording strategy ready for GDPR.
The Markets in Financial Instruments Directive II, known as MiFID II, and the accompanying Markets in Financial Instruments Regulation (MiFIR) will take effect, with a zero- tolerance policy, on January 3, 2018. It will expand on existing rules, under MiFID, which is the framework of EU legislation for investment intermediaries that provide services to clients around ‘financial instruments’, and the organised trading of financial instruments.
Customer experience is important for most organisations. While multichannel customer service is growing rapidly, the way in which customers experience calls is still on the frontline of a brand’s perceived image. One of the biggest challenges for the evaluation of customer calls, however, is providing quality management beyond random sampling of agent performance. How can organisations measure and evaluate employee performance, and provide a structured training schedule, while maintaining a focus on providing exceptional customer service?
Creating a personalised training plan template for employees allows supervisors and management to ensure that corporate goals and benchmarks are met by individuals and teams. Different individuals and teams need tailored targets and training programmes to ensure that their full potential is met. However, finding the time for training sessions means that end-users and supervisors are removed from the front line for prolonged periods, and poses a challenge for customer and sales organisations alike.
Quality management is one of the biggest challenges facing organisations, particularly those with call and contact centres. Ensuring that individuals and teams have a structured training schedule and, importantly, are performing to the required level and meeting corporate targets and goals is timeconsuming - and challenging to evaluate.
The scoring and benchmarking of individuals and teams against customised parameters allows organisations to understand employee performance and productivity at a granular level. To secure these benefits, organisations need rich data sets that give actionable insight for quality management programmes and for measuring operational performance.
How a leading emergency services provider addressed the problem of recording communication and ensured efcient, post-incident access for investigation.
Touch is a trusted provider of services for recording, storing and accessing fixed and mobile voice calls, and digital communications. Our service ensures that you will meet all relevant legal and compliance requirements for your industry, providing the reassurance you need.