06/09
2019
Call recording options have moved on
Posted by Laurie Coleman on 06/09 at 10:00 AM Call recording, Cloud hosted telephone systems,
Call recording options have moved on

The main reasons businesses record calls are for dispute resolution, protection against abuse and improved staff training. In addition, businesses that give out financial advice or take card payments over the phone must record their calls. While most phone systems offer users the...

31/05
2019
Why should businesses record calls?
Posted by Sarah Wilson on 31/05 at 10:00 AM Call recording,
Why should businesses record calls?

Imagine trying to run a business via Snapchat. Customers, colleagues and suppliers sending you important messages and you can only read them once and then they disappear: order details, agreements, advice and support are gone forever! Thankfully, we have email to capture written...

14/05
2019
Why does HMRC have to delete 5 million voice recordings?
Posted by Laurie Coleman on 14/05 at 10:00 AM Call recording,
Why does HMRC have to delete 5 million voice recordings?

It’s nice to know that everyone has to comply with GDPR regulations. It was recently revealed that the HMRC had to delete 5 million voice recordings as they had not gained explicit consent from the taxpayers. The Information Commissioners Office (ICO), which enforces the...

26/04
2019
Reduce costly missed GP appointments with communications apps
Posted by Steve Webb on 26/04 at 10:00 AM Healthcare, Call recording,
Reduce costly missed GP appointments with communications apps

With NHS England revealing that more than 15 million GP appointments are being wasted each year because patients do not turn up, surgeries should find easier ways of reminding patients of their appointment time/date or making it easier for them to contact the surgery to cancel...

12/04
2019
Call recording and reporting for GP surgeries
Posted by Laurie Coleman on 12/04 at 10:00 AM Healthcare, Call recording,

In the short video above, I discuss the benefits of both call recording and reporting for GP surgeries. This functionality can be integrated with existing or new general practice telephone systems to improve the quality and rate of conversations with patients. Practice managers...

05/04
2019
Improve patient access with efficient call handling for GP surgeries
Posted by Jane Atkins on 05/04 at 10:00 AM Healthcare, Call recording,

As GP surgeries battle against competition from healthcare apps, they need to make sure they offer a top-quality service and improved access to avoid losing funding if their patients swap to an online service. A patient’s experience usually starts with a telephone call to make an...

19/02
2019
Help retain GP surgery patients with communications technology
Posted by Laurie Coleman on 19/02 at 10:00 AM Healthcare, Call recording,
Help retain GP surgery patients with communications technology

GP surgeries are battling against competition from healthcare apps, like GP at Hand, so they need to make sure they offer a top quality service to avoid losing funding when their patients swap to an online service. While good GPs are key to a thriving surgery, a patient’s...

23/11
2018
Facts about PCI compliance and call recording
Posted by Laurie Coleman on 23/11 at 10:00 AM Financial services, Call recording, OAK Innovation, Call recording,

Any business that records calls and takes payments over the telephone will know that PCI compliance is key and the implications of not complying can result in an enforced cessation on them taking further card payments. To be PCI compliant while using a call recording solution,...

16/11
2018
Facts about MiFID II, GDPR and call recording
Posted by Laurie Coleman on 16/11 at 10:00 AM Financial services, Call recording, OAK Innovation, Call recording,

GDPR and MiFID II compliance within a call recording solution is not as complicated as the market would have you believe. I have tried to make it simple as possible in this short video by looking at how these laws and regulations affect your business and how call recording...

28/09
2018
Why do estate agents need call recording?
Posted by Nick Pursglove on 28/09 at 10:00 AM Call recording, Estate agents,
Estate agents call recording

Estate agents need excellent customer service to remain competitive so the communications skills of frontline staff are crucial. Training is an intrinsic part of making sure those skills are honed to perfection. Call recording can prove an essential aid to improve staff training to...

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