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Numonix - ContactCenterWorld.com Blog Page 2

Page: 1 | 2

Whoops, Forgot to Press “RECORD”

Most call recording systems today are set to the “record on demand” mode, giving agents the ability to record if they deem it necessary. While that’s all well and good, it’s easy to forget to press “RECORD”. When this happens, we are left without a recording of the TDM, VoIP, cloud or even Skype for Business calls. This can be a critical mistake, particularly in situations such as when a customer issue arises or in the case of a customer dispute. Without a recording, sales opportunities can be missed since invaluable insight was not captured from customer calls. Simply put, not recording calls leaves a gap in intelligence gathering… information that is essential to sales success, particularly for enterprise sales people who take new leads from inside sales reps, telemarketers and lead generators.

Regarding risk mitigation, your organization is vulnerable if important calls are not recorded. For example, if your agent and a valued customer are having a dispute over a large product order or a sizable refund, a recording is essential to resolving the issue. By capturing the call, you have a recording to review which allows you to prove specifically what was and was not said. Without the recording, your organization might be put in a situation where a customer is claiming you erroneously charged their account without approval. The recorded interaction of the customer giving authorization puts the issue to rest immediately, potentially saving your organization hundreds or even thousands of dollars — and perhaps even saving the client relationship.

Capture Every Call

The safest, easiest way to ensure you have access to a recording of every call made by your contact center agents, is to deploy total recording (also called compliance recording). This automatically captures every call without any intervention from the agent. Calls are then stored securely in a cloud or premise company server for later access.
Here are some of the many benefits total recording brings to your organization:

  • Compliance – Financial organizations will have recordings of every call and the ability to retain them to comply with industry regulations. Organizations in other industries will have recordings and audit trails to prove compliance with PCI, HIPAA, GDPR, and other mandates.
    • According to Corporate Compliance Insights, “Banks in the U.S., for instance, are required to record every one of their transactions, such as the orders they take from customers over the phone when buying or selling a stock. Banks must record those calls as proof they actually did what the customer requested and have not broken any laws. If they don’t record their calls, banks could be hit with significant fines or even the loss of their license.”
  • Order Verification – When selling products or services over the telephone, having a verbal recording of the customer providing consent to charge his/her credit card or account can help avert any discrepancies over who said what.
  • Dispute Resolution – When a dispute arises, your company could end up in a lawsuit or even in court. Having recordings of the customer interactions (including the agent’s screen activity), can help support your case. Recordings can even be offered as evidence in certain instances.

Total recording gives your organization peace of mind, risk mitigation capabilities and a digital record of every interaction your agents have with customers.

Don’t leave it up to your busy agents to press “RECORD”. Have total call recording running in the background to ensure that every call is recorded, so you always have recorded calls when you need them.

Download our ‘Convenience Versus Compliance’ white paper 

Source: https://numonixrecording.com/blog/forgot-to-press-record/

Publish Date: December 11, 2018


6 Important Criteria when Selecting a Skype for Business Recorder

Skype for Business does not have a full-featured recorder built into the application. If you require robust capabilities, you need to consider an integrated, Microsoft Certified recording solution.

Criteria to look for:
  • Types of recording – The different types of recording you can choose from includes centralized recording of Internal, PSTN, Conference, Remote Agent, Mobile or Federated Voice, Video and Chat.
  • Recording methods – The three methods of data capture for S4B are Edge Server Model, Media Relay and Standard packet Capture Service.
  • Interoperability – There are an endless number of Lync and S4B versions still in use today, as well as versions for Windows, Mac, Office365 and so on. If you have multiple sites using various versions, you want to be sure your recorder can capture all of them, simultaneously. If your recorder has limitations on which versions it can properly record, this can cause significant problems for you.
    Version Examples:
    • Lync 2011 for Mac OS X Version 14.0.7
    • Windows Skype for Business 2015 client 15.0.4
    • Skype for Business 2016 (Office 365 version) on Windows 16.0.6
    • Windows Lync 2010 client 4.0.7
    • Lync for Mac 2011 client 14.4.1
    • Microsoft Lync 2013 6.0.8
    • Skype for Business on Android
    • Skype for Business on iOS
    • Skype for Windows 7.16
    • Skype for Mac 7.18
    • Skype for Linux Alpha
  • Codec Examples:
    • 264 SVC codec
    • wideband RTAudio.codec
    • 711 audio codec
    • 722 wideband audio codec
    • 726 Adaptive Differential Pulse Code Modulation (ADPCM) codec
    • Out-of-band Forward Error Correction (FEC) audio payload codec
    • (121)
    • RTAudio Narrowband
    • 323 Pulse Code Modulation Codec PCMU G.711 codec
    • 711 u-law codec
  • Deployment – You need a recording solution which supports your specific environment, whether you have two locations or 25 spread across the globe. It is important to have centralized management, storage and playback of recordings in order to standardize for quality and risk mitigation across your organization. Therefore, make sure the recorder can support various types of deployments (single-site, multi-site, regional, geographic), whether you require them all today or may in the future.
  • Data visualization/intelligence – To help you assess agent performance and monitor and measure customer service performance, you need metrics and reporting data from your recordings. Some recording systems provide rudimentary reporting capabilities – think Excel. This is not what you want. You need visualization tools that bring your interaction data to life so you can easily identify:
    • Agent skill deficiencies
    • Root causes of workflow delays
    • Customers at risk of defecting
    • Sales and marketing intelligence
    • Competitive intelligence
    • Under-performing agents
    • Workforce requirements
  • You can uncover this type of business information with push-enabled, customizable dashboards and widgets which let you choose what information is displayed and in what format. With this intelligence at your fingertips, you will be able to make highly informed decisions which impact performance in the areas of customer service, sales and marketing.
  • Security – You record calls to support a variety of critical business functions, and some of your interactions contain personally identifiable information such as credit card numbers, pin numbers, social security numbers and so on. You want to be able to restrict access and playback of these sensitive interactions to only authorized staff. For example, you might want to restrict calls based on various permission-based user profiles, such as:
    • Agents who are authorized to take credit card calls
    • Supervisors from the accounting department
    • Quality assurance supervisors
    • Customer rescue team
    • Compliance personnel

Source: https://numonixrecording.com/blog/6-important-criteria-when-selecting-a-skype-for-business-recorder/

Publish Date: November 28, 2018


Skype for Business Recording – The New Necessity

Capturing, storing and replaying your Skype for Business interactions can bring your business a multitude of advantages over companies that do not. With Skype for Business recording, you can precisely measure and improve customer service, resolve costly disputes, improve compliance, and capture and analyze the voice of the customer to garner valuable sales and marketing intelligence.

With over 100M enterprise Skype for Business (S4B) seats already in use, 20% of all new U.S. contact center seats by the year 2020 will be based on S4B contact center environments. With all of these customer interactions taking place on this burgeoning unified communications platform, the time is now to start recording Skype for Business audio, video and chat and replay your interactions through a single, integrated playback window. The native application does not provide this advanced functionality. A separate, integrated and Microsoft-Certified S4B recorder is needed.
What’s more, new client-side recording for S4B allows your organization to further protect sensitive recordings by storing them in a secure on-premise or cloud (public or private) environment. Ideally suited for Skype for Business Online, the client-side recorder is an option available to all types of S4B deployments.

The desktop client is loaded onto each computer you wish to record. Calls are stored centrally in your own data center, with all of the security, permissions, and profiles you need to protect sensitive customer data. Users cannot access local files or modify recordings.

Improve Customer Service

Record your S4B customer interactions (all of them or a sampling of each agent’s calls) and use them to assess agent customer service performance. You can even replay them with the agent to identify skill gaps and demonstrate improvement opportunities.

Resolve Disputes

Capture, store, access, share and replay your S4B customer interactions to resolve a he-said/she-said dispute that might arise. You can send the recording right to the other party if necessary to prove exactly what was (and was not) said.

Enhance Compliance Practices

Regulations such as PCI-DSS, HIPAA, GDPR and MiFID II can carry costly fines and penalties for non-compliance – even as high as 4% of your business’s total annual revenue. Record your customer interactions and replay them alongside agents to point out compliance best and worst-practices to improve your overall company compliance.

Garner Sales/Marketing Intelligence

With the addition of speech analytics, your S4B interactions can capture and share (via reports) invaluable customer insight including reasons for defecting, new product ideas, campaign feedback and buying behavior. Many companies spend tens of thousands of dollars to capture this same information.

Don’t get left behind. Start recording your S4B interactions today.

Source: https://numonixrecording.com/blog/power-of-skype-for-business-recording/

Publish Date: November 8, 2018


Call Recorder Versatility Test

Call Recorder Versatility Test – What’s your Score?

When it comes to call recording, there are features and functionality abound, but you can only take full advantage of all of them if you have the power of versatility and customizability. Many call recording solutions do not offer customization capabilities to make the recorder work precisely how you want it to.

Let’s face it, with a fully-functioning call recorder customized to your exact specifications, you have the power to pinpoint agent performance gaps, identify potential compliance infractions, rescue at-risk customers, uncover workflow problems, and so much more. However, with a rigid call recorder, you may only be scratching the surface with regard to your call recording potential.

When assessing the versatility level of your call recording software, there are several variables/areas to consider. But first, let’s establish a grading system so you can measure the versatility of your call recording system. Using a scale of 1-10, one means you have virtually no capabilities in the particular area, while 10 means you meet that criteria perfectly.

Data Acquisition:

Versatility in terms of the types of data that can be culled, combined and mined can lead to a new level of intelligence gathering, and subsequently, dramatic enhancements in service and sales performance. Many contact centers today utilize a combination of landlines, VoiP, chat and even Skype for Business when communicating with customers. If your recording software was only capable of capturing a fraction of these modalities, you would only see a sliver of the full picture regarding customer service performance, agent workflow optimization or sales conversion success.

Therefore, imagine the value in recording landline, VoIP, mobile, Skype, and even Office 365 all on the same system.

Rate your recorder on its “data acquisition” versatility → [1 2 3 4 5 6 7 8 9 10]

System Interoperability:

Suppose you run a large, multi-site contact center all using Avaya VoIP. Now, suppose your organization just acquired another firm and it has contact centers running Cisco TDM. Without the flexibility to centrally capture, mine and replay interactions across both telephony environments, you are left without a unified measure of your service performance, your compliance adherence, order verification, and so on. To say the least, this disconnect would lead to significant redundancies and manual workarounds in order to pull interactions from the varying PBX centers into a single view for monitoring and reporting purposes. And redundancies and workarounds equate to allocating time, staff and money you don’t have or want to part with.

Rate your recorder on its “system interoperability” versatility → [1 2 3 4 5 6 7 8 9 10]

Reporting:

When it comes to your customer interactions, your agents are trying to sell your products/ services and support your customers’ needs - two critical functions in your business. Therefore, the performance and reporting data you yield from the interactions can provide a wealth of intelligence into areas such as where to invest more resources, where to take corrective action, etc. What is needed in order to garner the most telling insight is a solution that enables you to…

  • Easily utilize canned reports
  • Schedule auto-generated reports for certain times of the day/week
  • Push the most important content right to your desktop

With the right level of versatility to support your very specific reporting needs, you can gain valuable business intelligence into the operation and performance of your organization, make the most informed decisions based on accurate, easy-to-discern information; improve agent performance using the most accurate and telling metrics, and identify business trends and proactively take advance of opportunities.

Rate your recorder on its “reporting” versatility → [1 2 3 4 5 6 7 8 9 10]

Storage:

Your interaction recordings can not only yield significant intelligence, but they can also provide a safety net for disputes and/or compliance issues. Therefore, you want to be able to store your

recordings wherever you need them, for easy and ready access. This could be your corporate

NAS or SAN or online through Azure, Amazon Storage Services, etc. The point is, as a company, you likely store your critical files and data someplace, and you want the ability to also keep your important interaction recordings in the very same location, whatever storage solution/environment you are using.

Rate your recorder on its “storage” versatility → [1 2 3 4 5 6 7 8 9 10] 

 

Data Privacy/Security:

Your interaction recordings can contain all sorts of sensitive information, including account numbers, social security numbers, passcodes and so on. You do not want every agent or supervisor to be able to access every recording. This would be madness and very difficult to manage in terms of potential data breaches or misuse of personal information.

What makes the most sense here is extreme granularity and simplicity in how you allocate access to your recordings. You may want to restrict staff based on the team they work for, or their quality scores, or based on the time of day, customer ID, purchase amount, whether a credit card number was captured and so on. The point here is you need versatility in terms of how you appropriate access to your precious recordings. The more variables the better in terms of permission levels.

Rate your recorder on its “system interoperability” versatility → [1 2 3 4 5 6 7 8 9 10]

RATING YOUR SCORE:

After counting up all of your scores, you should come up with a number between 5 and 50. Now, see where your score falls below:

  • 5-25: Very poor versatility. You have little if any customizability of your recorder.
  • 26-50: Minimal versatility. Your recorder does offer minimal customization capabilities but you lack the full versatility to tailor the solution to your precise needs.
  • 51-75: Average versatility. You currently have the ability to tailor some aspects of your recorder to make it your own.
  • 76-100: Full versatility. You have dozens of customization options to take full control of your recorder in terms of what you capture, how you capture it, where you store it, who can access it and how you report on it.

Source: https://numonixrecording.com/blog/call-recorder-versatility-test/

Publish Date: June 8, 2018

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