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When voice call recording is not enough

Voice call recording is not enough

Call recording provides a valuable tool for monitoring the quality of customer services, training staff, resolving disputes, ensuring adherence to best practice, meeting SLAs, providing audit trails and, of course, to ensure compliance.

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The General Data Protection Regulation (more commonly referred to as ‘GDPR’) comes into effect in just a few weeks’ time on May 25, 2018. The new EU-wide legislation is aimed at giving consumers and citizens more control over how their personal data is used.

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Self-training with Touch Coach service

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Exceptional, multichannel customer service is now a prerequisite for business success. There are many examples of large organisations getting it wrong, with a resultant dip in reputation and, ultimately, the bottom line.

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