Articles

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  Will robots replace humans in the contact centre?

  April 10, 2017 • Articles • 1742

  Whilst many believe that it is important to maintain a human touch in customer service, there are undoubtedly ways in which...

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  Speech analytics for all

  April 10, 2017 • Articles • 4149

  MySpeechAnalytics Limited based within the technology campus of the University of Coventry, today announced the launch of the...

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  Deliver personalised customer experiences every time.

  March 20, 2017 • Articles • 2098

  Build customer loyalty with seamless customer care. Your customers expect to interact with you how, when and where they want....

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  Tone of Voice

  March 20, 2017 • Articles • 2178

  I was talking to a friend about the tone of voice work I do. She looked at me with a puzzled look and asked, ‘but why does...

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  Virgin Trains partner with Social Customer Service Platform

  March 8, 2017 • Articles • 1996

  Birmingham-based social media management platform, SocialSignIn, has taken on-board Virgin Trains as a client – helping...

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  Help reduce absenteeism through ill health this winter

  March 8, 2017 • Articles • 1440

  You spend thousands of pounds on equipment to make the work environment a more productive and easier place to work on. You...

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  Combating Call Centre Fraud – The Growing Case for Voice Biometrics

  March 8, 2017 • Articles • 1584

  Tom Harwood, Co-Founder and Chief Product Officer at Aeriandi discusses the issue of telephone fraud in contact centres and how...

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  Preparing for MiFID II: What to Look For in a Call Recording and Archiving Solution

  March 8, 2017 • Articles • 1741

  Matthew Bryars, founder and CEO of Aeriandi, discusses the top considerations for any organisation looking to implement a MiFID...

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  Do You Know Where Your Archive Call Recording Data Is?

  March 8, 2017 • Articles • 1492

  Organisations that fail to take data seriously are not only risking the safety of their customers’ most sensitive information,...

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  The Insider Threat: Tackling vulnerabilities within your workforce

  March 8, 2017 • Articles • 1374

  The insider threat is becoming ever more prevalent. Matthew Bryars, CEO of Aeriandi discusses what businesses can do to protect...