Cookie Preference Centre

Your Privacy

Strictly Necessary Cookies

Performance Cookies

Functional Cookies

Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies
Always Active

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies
Active

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies
Active

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

Targeting Cookies
Active

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

BECOME
A MEMBER
TODAY TO:

Network
Post Content
Enter Awards
+ Much More

CLICK HERE

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Wayne Henry

Dewi Fatimah

Caiman Howe

Lucas Fuentes

Maria Wibisono

641

Spriana Erma Julianti Samosir

Via Rahma

477

Reni Septiana

787

Isil Ozalp

Jordan Skye Paul

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:

Improved agent training. Supervisors can review interactions with agents to validate positive interactions and to provide training on how to handle difficult situations.
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.
Easier dispute resolution. Replayed interactions can help resolve disputes by showing exactly what was said and by whom.
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.
Proven compliance. With the recorded interaction, you can prove compliance with GDPR, MiFID II, PCI-DSS, HIPAA, TSR and more.
Easier training of new agents. Sharing recordings of successful interactions with new agents helps train them on best practices.
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.
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.
Improve marketing and sales outreach. Review recorded interactions to uncover valuable customer insights to help your sales and marketing teams.
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.

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

Publish Date: March 22, 2019

2022 Buyers Guide
Get Listed
Payment Services

1.)

Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.)

Eckoh

CallGuard, ChatGuard,
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...
(read more)

3.)	PayGuard 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 Teams	June 9, 2020
IXCloud Helps you Comply with MiFID II	May 28, 2020
Don’t Let Data Privacy and Compliance Lapse During COVID-19	April 22, 2020
Why you Must Start Recording Your At-Home Business Interactions	April 13, 2020
Hidden Costs of NOT Recording Customer Calls	February 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 Know	July 2, 2019
Call Recording for Legal Firms: What you Need to Know	June 14, 2019