Call Recording Week in Review: FCA, Cyara, ISO 9001:2015 & More

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Call Recording Week in Review: FCA, Cyara, ISO 9001:2015 & More

July 08, 2017

“This call may be recorded for quality assurance,” is a message each of us have heard countless times over the years. Every time you’ve had to reach out to a customer service line, this is standard in the greeting. To me, when I hear these words it means a company cares. Call recording is far more than just quality assurance though; from training and sales, to compliance and customer service, a robust call recording system is a sign of a modern and mindful enterprise. So, with the weekend upon us, there’s no better time than the present to take a look back at the week that was in call recording news: Time for the Week in Review!

In technology today, the innovation is truly revolutionary. With digital transformation serving front and center, and the cloud playing a key role in this shift, cloud-based call recording is experiencing a serious shift from cloud-first to cloud-only in the next few years. Read more about the paradigm shift in call recording solutions HERE.

ISO 9001:2015 is a global quality management standard that provides customer requirements are met. Put yourself in contact center management’s position. The call center takes in nearly 100,000 calls a day, how do you ensure each of those interactions is on the up and up? The answer is simple, quality management and ISO 9001:2015. Find complete insight and analysis HERE.

While selecting a robust cloud recording solution is important, making sure all systems are go once deployed is mission critical. Recently, Cyara released its Call Recording Validation (CRV) solution, which was tested and certified by NICE, and promises to provide that call recordings are accessible when needed, quality is meeting client expectations and that the call recording solution is working on every call the company receives. Complete coverage is HERE.

The Financial Conduct Authority determines regulations for the U.K. financial services industry, and this week TMC’s Alicia Young took a headfirst dive into to do’s and don’ts of call recording in financial services. Everything you need to know is HERE.

Remember to stop by early and often for all of your call recording news! See you next week!

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