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Quality Control & Customer Insights

Integrate call recording into Microsoft Teams

How to integrate contact centre call recording into Microsoft Teams

By Call & Screen Recording, Microsoft, Microsoft Teams, Quality Control & Customer Insights

As Microsoft Teams becomes a core part of the contact centre, organisations must find a way to integrate all of their existing functionality into the platform. Call recording is an essential part of this, providing compliance and quality assurance. However there are multiple approaches to call recording within Teams. So how should you go about ensuring this key piece of…

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choosing a cloud-based call accounting solution

5 key considerations to choose the perfect cloud-based call accounting solution

By Call Billing, Microsoft Teams, Quality Control & Customer Insights

Call accounting software is essential for any business that needs to capture, record, and control the costs of telephone usage events. By enabling you to track what calls have been made, to what numbers and how much they have cost, it increases visibility over your network, enabling you to identify and prevent fraud, billing errors and telephone misuse. Analysing call…

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5 key contact centre predictions for 2021

5 key contact centre predictions for 2021

By Call & Screen Recording, Cloud, Customer Experience, Quality Control & Customer Insights, Video Collaboration, Voice of the Customer (VoC)

Driven primarily by the impact of the pandemic, 2020 has been a year of dramatic change in the way contact centres are run. We’ve seen the kind of evolution that you might expect to happen gradually over 5 years compressed into 5 months, as companies were forced to embrace remote working for the majority of their employees overnight. The positive…

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