2018 Blog Call Recording Contact Center 
Talkdesk
MARCH 14, 2018
Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.
Talkdesk
MARCH 12, 2021
In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Manage complex call flow designs.
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NICE inContact
JANUARY 24, 2019
This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. .
Avaya
JANUARY 26, 2018
The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. Recording Regulations: Raising the Bar. Perhaps the greatest impact of MiFID II is the law’s tighter recording regulations.
Upstream Works
DECEMBER 11, 2018
As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.
Avaya
JUNE 18, 2018
GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. It is forcing organizations around the world to change the way they record, process, archive, and protect customer personal data. Comply with GDPR. By now I’m sure you’re aware of the new General Data Protection Regulation better known as GDPR.
Pointillist
MARCH 1, 2019
Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels.
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