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10 Ways Skype for Business Recording Helps your Contact Center - Numonix - ContactCenterWorld.com Blog

10 Ways Skype for Business Recording Helps your Contact Center

According to Gartner, by 2020, 20% of all contact center seats will be based on Skype for Business (S4B). If you are already using S4B in your customer service environment, did you know you can augment the application with a seamlessly integrated call recorder? This will enable you to capture all aspects of your S4B interactions.

The ability to capture and replay your full S4B interactions provides value to you and your contact center in a variety of ways, including:

  1. Improved agent training. Supervisors can review interactions with agents to validate positive interactions and to provide training on how to handle difficult situations.
  2. Agent self-evaluation for improved performance. Agents can review their own interactions to gain insights, see if they missed anything and to understand what might have gone wrong, such as if the customer defected.
  3. Easier dispute resolution. Replayed interactions can help resolve disputes by showing exactly what was said and by whom.
  4. Seamless interaction between inside and outside sales reps. Inside sales reps can forward recorded sales interactions to the sales rep who is being assigned the sales lead.
  5. Proven compliance. With the recorded interaction, you can prove compliance with GDPR, MiFID II, PCI-DSS, HIPAA, TSR and more.
  6. Easier training of new agents. Sharing recordings of successful interactions with new agents helps train them on best practices.
  7. Easy-to-access best practice sample calls. Replaying best-practice calls before team meetings can boost morale and give under-performing agents ideas for improving performance.
  8. Customer insights for company-wide knowledge. Enabling business users, such as marketing, sales, R&D and C-suite to listen to recorded customer interactions allows them to stay in tune with the needs and concerns of customers.
  9. Improve marketing and sales outreach. Review recorded interactions to uncover valuable customer insights to help your sales and marketing teams.
  10. Support employee reviews. Use recorded interactions in employee reviews to demonstrate improvement opportunities and what the agent did well.

Numonix RECITE interaction recording software can be seamlessly integrated into your S4B environment.

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INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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Source: https://numonixrecording.com/blog/10-ways-skype-for-business-recording-helps-your-contact-center/

Publish Date: March 22, 2019


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Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 



View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020
IXCloud Helps you Comply with MiFID IIMay 28, 2020
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020
How Long Should You Keep that Call Recording?December 3, 2019
Contact Center 2020: Asset or Liability?October 11, 2019
Are your Agents Really Listening to your Customers?August 26, 2019
Recording Calls at Universities: What you Need to KnowJuly 2, 2019
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019

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