The finance sector is a highly competitive global marketplace. It is also one of the most heavily regulated with organisations under constant scrutiny to adhere to continued governance such as PCI compliance, Dodd-Frank Act compliance, MIFID II Compliance, and GDPR compliance. Cyber Security is a top priority as organisations strive to prevent cyber-threats, hackers and…
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Tollring sees the adoption of the General Data Protection Regulation (GDPR) as an evolution of data protection rather than a revolution. The need for consent underpins GDPR. Applying to any organisation that does business with the EU, GDPR regulation is focused on the rights of the individual, including; the right to be ignored, to be…
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Tollring advocates the importance of integrating call recording with analytics to maximise the understanding of customer interactions across the business. Companies can maximise customer intelligence by analysing inbound and outbound calls regularly to identify issues, improve performance and establish trends. As analytics solutions make rapid advancements leveraging cloud technology, compliance will be better served. With…
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We are on the brink of a new stage in the evolution of business analytics with data from Omni-Channel (OC) Communications – not just phone calls but also Skype for Business interactions, cloud calls, video calls, web chats, web bots, emails, social media, etc – where the analytics can be lifted out of their traditional silos, consolidated and easily analysed. This delivers incredible insights which will help deliver immense understanding…
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What is MiFID II? MiFID II legislation comes in to force on 3rd January 2018 for regulated companies in the financial services sector. When MiFID II becomes law, those companies affected will be required to adhere to a set of requirements when conversations are recorded. MiFID II compliance expands the need for comprehensive recording of…
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To deliver true Customer Service Excellence, every successful and unsuccessful customer interaction should be understood and visible to the business. This means that for those adopting a customer-first ethos, the role of data from call and contact centres has a vital role to play. However, very few, if any SMEs operate formal contact centres but…
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