Compliance depends not only on accurate information and appropriate accounting processes, but also on the people who set up and administer those processes. An effective business management solution can facilitate compliance by helping to manage valid and accessible information through transparent processes that have been set up in compliance with industry and regulatory standards.
The Contact Center is the linchpin of a company when it is about customer satisfaction. This is where the first contacts and inquiries are handled. The personal interface between customers and the company plays a decisive role in success because an excellent customer experience becomes a differentiating factor between competitors. The new ASC handbook highlights the current trends and challenges of contact centers and provides recommendations how to deal with compliance requirements and customer experience.
More than ever, technology is at the heart of business processes. In this context, contact centers are entering a new age and will have to deeply transform themselves in order to offer ever better quality of service and gain agility in their operations.
The transformation of contact centers should accelerate significantly in the coming months and affect all players in the sector (both large and small contact centers), particularly thanks to the contribution of the cloud, for example, which enables very high value-added projects to be deployed rapidly and at controlled costs.
The recording of communications is no longer a need, but a real necessity that is becoming more and more common in many sectors of activity. The digital transformation accelerates the application of new regulations related to the protection of personal data and its conservation. Each need requires a customized migration to a 100% cloud infrastructure, respecting the constraints of each project at deployment.
Companies also articulate their needs, depending on the constraints that govern their sectors, according to the different compliance recording solutions. Marius Wantong, Chief Operating Officer of the French subsidiary ASC Technologies, shares with us some recommendations to ensure both the recording of communications in the cloud and its compliance.
It is hard to imagine the workplace of the future without collaboration and communication tools like Microsoft Teams. Business processes worldwide are being adapted as more and more employees are working remotely and virtual teams are being merged. This brings new challenges, especially in the field of compliance recording where sensitive data is recorded and processed. With its native Microsoft Teams app Recording Insights, ASC relies on AI-based support for advanced assessment, i. e. on Cognitive Services.
In the last 20 years, more and more customers have turned towards banking and finance networks thus influencing the way that banking data is managed. On the downside, financial scandals as well as cases of cybercrime and money laundering have become more frequent, too. As a consequence, the last years have seen a number of new directives or the amendment of existing ones that aim at facilitating tracking transactions. But what does this imply for the retention periods of recorded calls? What exactly happens with the data - from the call to the archive?
The digital transformation of contact centers was sped up by lockdowns or stay at home orders and caused rapid changes. This transformation not only caused changes within the contact centers, but also with customer expectations. In the following, Eric Buhagiar, Managing Director at ASC, explains how the digital transformation changed the customer experience and what can be expected for the future of contact centers and customer services.
How ASC is handling the crisis – An Interview with ASC‘s CEO Dr. Gerald Kromer Many companies have experienced a boost in digitization during the COVID-19 pandemic. In addition to solutions for video conferences that see a substantial spike these days, there are useful tools for all areas in a company to enable and facilitate working from home. COVID-19 affects ASC’s customers and its business as well as the working processes of the cloud company from Hösbach. We have talked to Dr. Gerald Kromer, CEO of ASC, how he is navigating through the crisis; how the corporate culture, communication with customers and employees has changed; and which challenges but also which opportunities have presented themselves.
The ways that contact centers engage with customers have changed with the emergence of mobile devices and omni-channel options. What hasn’t changed is the demand for prompt and efficient service, regardless of the communication channel. With a workforce optimization solution, you have access to a wealth of insightful information on contact center performance. So how to unlock the full potential of your customer experience with valuable insights into every interaction? Chris Wearne, Managing Director United Kingdom at ASC Technologies AG, gives some insights on what role Interaction Recording, Quality Management, Coaching & Learning and Analytics do play and how it is used by customers from ASC and Mitel.
There are many types of fraud - whether on the phone, via internet or using mobile devices. As technology advances, fraudulent techniques are becoming increasingly elaborate - fortunately at the same time solutions for fraud detection are also becoming faster and more precise. Darien Šobar, Vice President Business Development at ASC Technologies has some valuable insights on how to identify and prevent potential cases of fraud and compliance violations.
At present, a telephone is still the most important communication channel, especially regarding sensitive or urgent matters. But of course, the digital transformation does not stop at telephone customer support – so what changes are contact centers facing? In an interview with Jacob Nimocks, Director Solutions Consulting at ASC Americas, he discusses trends and challenges and shows the importance of communication recording and analysis for contact centers.
Many customers in the Middle East deploy ASC solutions. Especially public-safety organizations depend on secure recording solutions for a legally admissible documentation and traceability of incidents. In addition, the analysis of the processes and specific training can help to reduce the response time of control center staff. Claus-Omar Mundinger, Country Manager Region Middle East at ASC Technologies AG, explains in an interview what matters to the public-safety sector in the Middle East, what projects there are, and what is expected from a recording solution here.
Financial market directives have a major effect on financial service providers when it comes to recording and evaluating communication. In addition to the second financial market amendment regulation (MiFID II - Markets in Financial Instruments Directive), the recently amended Ordinance on Financial Investment Mediation (FinVermV) brings new obligations for so-called 34f agents. One of them is taping. 34f agents are facing the challenge of familiarizing themselves with recording (taping) consultation calls. However, a widespread opinion is that taping involves a lot of work and causes high archiving costs. We bring light into the dark and explain what the regulation actually means for the recording and storage of calls and how financial service providers can even profit from it.
Thought leaders are opinion makers and opinion leaders at the same time. Not only do they have innovative products to offer but also appear in the public as experts. Unique content and a strategic orientation make a thought leader a great support and advisor. But how can a medium-sized family-run company from Germany position itself as a thought leader? Here are some ideas.
A successful connection to the cloud hinges on a careful and thorough planning process. ASC regularly carries out cloud onboardings for recording and analysis solutions. In the following interview, Uwe Kleinschmidt, Head of PreSales & Consulting, and Tamer Çalışkan, Head of Development Operations at ASC Technologies AG explain us the process and point out the aspects to pay special attention to.