ARTICLES
CALL RECORDING

The Paradigm Shift of Cloud Recording


by Katrin Henkel, Chief Strategy Officer
2017-07-10
It happens only about once a decade, when a new technology goes beyond its initially narrow realm to transform society. The Cloud is the next innovation to impact society in such a transformative manner. Experts predict more than 30 percent of the software investment of the 100 largest vendors will change from Cloud-first to Cloud-only by 2019, just two short years from now. The impact of this trend on the telecommunications market can be assessed by considering the impact and capabilities of Cloud recording.
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CALL RECORDING

The Power of Video Counseling and its Impact on Compliance Recording


by Markus Goebel, Sales Manager
2017-05-31
Contact centers have been steadily expanding their ability to interact with consumers on multiple channels including email, screen activities, chat and social media, but the impact of video counseling represents a sea change in its power to close a deal and win the customer’s loyalty on a long-term basis.
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TMCnet

Transforming a Multichannel Contact Center into an Omnichannel Powerhouse


by Verena Wissel, Product Manager
2017-05-09
Contact centers have evolved from neutral communications centers, offering an excellent product at an affordable price, into major drivers of company sales through superior customer service. As customers avail themselves of various channels due to their own personal preferences, many contact centers have developed customer services for these channels, including email, video, chat and social media.
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Customerzone

A Two-Stage Program to Improve Emergency Response Capabilities


by Franz Hilzendegen, Product Manager / Public Safety
2017-05-02
Customer service is critical for any contact center, but emergency response organizations face an especially rigorous set of demands and expectations. With lives on the line and time of the essence, emergency response is all about speed and accuracy. Moreover, reliability and capability extends beyond the personnel to the software they depend upon to do their job. Anything less than 100 percent functionality can result in an egregious failure.
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TMCnet

MiFID II and the Urgency of the Cloud


by Michael Krause, Vice President Sales Central & Eastern Europe
2017-03-06
The acceleration of information technology poses major challenges for the business world. But now a sword of Damocles is poised above financial institutions and contact centers handling investment products: MiFID II.
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TMCnet

The Power of Desktop Analytics


by Claus-Omar Mundinger, Sales Manager Middle East
2017-02-09
When a contact center agent speaks to a customer, something magical happens beyond instruction, service or an exchange of information. A human connection is established, and the synergy generated during that connection transcends the reason for the call.
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ICMI - International Customer Management Institute

The Omnichannel Approach


by Verena Wissel, Product Manager
2016-12-12
Contact centers in today’s global economy are rapidly evolving. Multi-channel contact centers are being transformed into omni-channel ones. Now, customers can choose and make requests among several contact channels without any inherent difficulties. The level of service is consistent, and agents can track a customer’s history even if they make inquiries on one channel and purchase on another.
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ICMI - International Customer Management Institute

The Expansion of Speech Analytics in Contact Centers


by Markus Goebel, Business Development Manager
2016-11-21
The contact center industry is beset with many challenges in 2017, and the focus on customer service and compliance remains a key differentiation point. The ability to amass, manipulate and evaluate large amounts of unstructured data, available through customer interactions, is ensured by the use of speech analytics to evaluate 100 percent of the calls.
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ICMI - International Customer Management Institute

Compliance with Dodd Frank and MiFID II


by Patrick Salg, Director Business Development
2016-10-19
The impact of the global financial crisis of 2008 continues to reverberate in Europe, the United States and worldwide. International financial institutions are faced with stringent regulations and often struggle to comply to avoid strict penalties.
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key touch - Magazine by AIRBUS

The Impact of Workforce Optimization on Marketing Campaigns


by Patrick Salg, Director Business Development
2016-09-21
Recording and analysing emergency voice calls is not only useful to learn how to improve responses, but is often mandatory for public safety organisations. Here’s how Estonia’s ESTER public safety network is doing it.
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ICMI - International Customer Management Institute

The Impact of Workforce Optimization on Marketing Campaigns


by Ann-Kathrin Mueller, Marketing Director
2016-09-08
Workforce optimization solutions encompass communications recording, quality monitoring, speech analytics, eLearning, workforce management, and customer feedback. They turn contact centers into gold mines by taking raw information from customer interactions and turning it into useful data to facilitate executive decisions, spot the latest trends, and analyze processes on an enterprise-wide basis. The most sophisticated solutions now help to track, streamline and tailor marketing campaigns, generating powerful bottom-line results.
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ICMI - International Customer Management Institute

Why Contact Centers Need Desktop Analytics


by Carina Hartmann, Sales Manager International
2016-08-11
As customer interactions diversify into omni-channel communications including email, chat, video and social media, communications recording and analytics must do the same. In particular, desktop analytics in contact centers are indispensable for quality management, compliance with government regulations, and assuring overall efficiency.
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ICMI - International Customer Management Institute

Process Improvement for Emergency Contact Centers


by Frank Nessel, Sales Manager International
2016-07-12
When an emergency occurs, public dispatch centers are focused like a laser on the caller’s needs, and everything else pales in significance. Little to no thought is given to the organization’s infrastructure except when the tools at hand do not rise to the challenge.
However, these tools can prove critical to a successful outcome and must operate in a fail-safe manner. A redundant power supply and mirrored hard disk, for example, increase reliability, provide protection from liability and ensure the agent can respond in the most rapid and powerful way possible to meet the emergency situation.
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ICMI - International Customer Management Institute

Fully Automated Quality Monitoring for High Volume Contact Centers


by Katrin Henkel, Chief Strategy Officer
2016-06-10
The quality of customer service has become a driver of enterprise-wide success in a very competitive industry, yet improving agent skills has become costlier than ever before, especially for high-volume contact centers with so many interactions in a multi-channel environment. However, the latest quality monitoring solutions can handle and evaluate a huge amount of unstructured data by operating in a fully automated manner, thus streamlining the quality monitoring process and facilitating process and product optimization as well.
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ICMI - International Customer Management Institute

The Role of the PCI DSS Standard in Protecting Your Customers


by Frank Walheim, Senior Business Development Manager, ASC Technologies AG
2016-05-12
Contact centers today must comply with a plethora of requirements, government regulations and best practices to survive in a very competitive industry. So one is tempted to treat the PCI DSS standard as just one more hurdle in the path of successful contact center operations. Nothing could be further from the truth.
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ICMI - International Customer Management Institute

Business Process Integration in Financial Institutions


by Uwe Kleinschmidt, Head of PreSales
2016-03-31
The unique needs of banks and other financial institutions pose a number of challenges for communications recording solutions. The enactment of Dodd Frank in the United States and MiFID II in Europe compounds these challenges with regulatory and compliance requirements with the potential for severe monetary penalties for unintended failures.
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ICMI - International Customer Management Institute

The Benefits of On-Demand Services


by Ralf Roesel, Director Product Management
2016-03-31
Have you ever thought of running your own power plant? We assume not because of the sheer enormity of the operating costs. Instead, you are buying your electricity on a pay-as-you-go model. What is common practice for electricity will soon apply to and transform the IT industry.
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ICMI - International Customer Management Institute

Protect Your Contact Center from Threatening Phone Calls


by Florian Ackermann, Solution Marketing Manager
2016-02-19
Threatening phone calls can occur anywhere including public facilities, stadiums, embassies, airports, train stations and business offices. And in recent years, the number of such threatening calls has risen sharply. Therefore, the police as well as security professionals suggest installing a communications recording system to securely capture these interactions.
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Contact Center World

Quality Management for Home Workstations


by Verena Wissel, Product Manager
2016-01-11
More and more contact centers are establishing home workstations for their agents to overcome geographical restrictions and recruit qualified staff. By doing so, they can reduce costs for labor, floor space and capital expenditures. However, to successfully implement home workstations, contact centers must update their hiring philosophy and ensure home agents feel like part of the team.
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Contact Center World

MiFID II – How a European Directive will Change the World


by Katrin Henkel, Chief Strategy Officer
2015-11-26
MiFID II is hanging like a sword of Damocles over European financial institutions. But as we are coping with increasing globalization, MiFID II isn’t limited by Europe’s borders. Moreover, even if MiFID II does not affect your organization immediately, meeting its requirements will ensure a competitive edge in the future.
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Contact Center World

A Paradigm Shift for Workforce Optimization


by Thore Babin-Ebell, Vice President Sales International
2015-10-12
The ability to extract useful information from raw data has revolutionized the core tasks of contact centers. Early adopters had already achieved a competitive advantage by using advanced technologies encompassed in workforce optimization, but now they need a new edge as more conservative contact centers have started to close the gap.
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Contact Center World

Speech Analytics: The Technology Behind the Magic


by Eric Franzen, Vice President, Sales and Operations, ASC Americas
2015-09-23
Competitive contact centers must research and implement solutions leveraging all fundamental speech recognition technologies, including phonetic indexing, large vocabulary continuous speech recognition (LVCSR), and keyword and phrase spotting.
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Contact Center World

The Unstructured Content Conundrum


by Frank Walheim, Senior Business Development Manager
2015-09-07
For many years, companies have pushed customers away from their office by implementing tools for self-service and remote support. The strategy succeeded and met the goals of this business model, but something was lost in the process. Direct contact with the customer base was sacrificed, and critical market information based on customer feedback could not be used for product analytics or upgrades.
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Contact Center World

A Fresh Look at Workforce Optimization


by Alexandre Martir, Managing Director, ASC WFO Solutions do Brasil Ltda.
2015-07-23
Workforce optimization (WFO) encompasses several fields including communications recording, quality monitoring, speech analytics, eCoaching and workforce management. But a closer look at this suite of services clearly shows that its capabilities extend far beyond that. The whole is worth far more than the sum of its parts.
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Contact Center World

The Sea Change in the Cloud


by Patrick Salg, Director International Sales
2015-06-12
The expansion of the Cloud on an enterprise-wide basis is transforming the contact center industry, improving customer service and creating a seamless solution for Workforce Optimization systems.
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Contact Center World

The Omni-Channel Challenge


by Verena Wissel, Product Manager
2015-05-19
The multi-channel subject has become an omni-channel discussion. Customers today expect a unified service experience over multiple channels with different touch-points. Nevertheless, many companies fail to live up to these expectations
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Contact Center World

Speech Analytics in Contact Centers


by Florian Ackermann, Solution Marketing Manager Workforce Optimization (WFO)
2015-04-15
In its incipient stages, the speech analytics market faced formidable growth barriers including low customer awareness and a lack of understanding about quantifiable ROI. But today, speech analytics is one of the fastest growing technologies in contact centers. In the past few years, the implementation of speech analytics has become commonplace, and in the future, we expect this trend to accelerate.
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Contact Center World

Multichannel Recording:
A Central Feature of Today’s Contact Center


by Johannes Allig, Product Manager VoIP/CTI
2015-03-19
Contact centers, like many other professional industries, must handle and integrate different types or channels of communications. Customers expect and demand seamless and professional services beyond the traditional method of picking up the telephone, the main way customers communicated in the past. Besides audio calls, contact centers must respond to text messages (e-mail, SMS, chat) and even video. For quality - and process optimization as well as compliance, these communications channels must be recorded and integrated into contact center software to fully enable workforce optimization (WFO).
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Contact Center World

Incorporating Social Media In Multi-Channel Contact Centers


by Ralf Roesel, Director Product Management
2015-02-20
While most contact centers now offer multi-channel customer communications including phone, email, web chat, IVR and mail/fax, the explosive growth of social media has made this channel critical for enterprise-wide success. Moreover, the social media channel must be fully integrated into contact center and workforce optimization solutions.
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Contact Center World

How Workforce Management Contributes to Workforce Optimization


by Ralf Roesel, Director Product Management
2015-01-08
Workforce management (WFM) plays an essential role in workforce optimization (WFO) by assigning the right employees with the right skills to the right job at the right time. This task sounds simple, but it involves managing conflicting demands in a complex environment and finding the right balance among profitability, customer satisfaction and employee needs.
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Contact Center World

How Workforce Management Contributes to Workforce Optimization


by Ralf Roesel, Director Product Management
2015-01-08
Workforce management (WFM) plays an essential role in workforce optimization (WFO) by assigning the right employees with the right skills to the right job at the right time. This task sounds simple, but it involves managing conflicting demands in a complex environment and finding the right balance among profitability, customer satisfaction and employee needs.
more...