The WHY and HOW of 100% Interaction Recording
When working with customers around the globe, I’m often asked to design a system that can record 100% of customer interactions, 100% of the time and with 100% redundancy. WHY? Usually for…
- Regulatory Compliance & Litigation – Most countries now have strict regulations that impose large fines on companies found guilty when customers sue them for misconduct. It’s up to the company to present as evidence all relevant interactions--whether voice, video, chat or email—throughout the litigation lifetime. Failing to do so usually means losing the case.
- Data-Rich Quality Optimization – In themigration from basic quality management to data-rich advanced quality optimization, interaction recordings are key. In such environments, every interaction is enriched with data from across the enterprise, such as computer-telephony (CTI) information, desktop tagging, voice of the customer inputs and eventually deep interaction analytics. The selection of interactions to evaluate is based on the data. Unless you’re recording 100% of your interactions, you won’t have enough to choose from.
Maybe you see yourself in one or both of these scenarios? If you’ve been wondering HOW you’re going to achieve 100% recording (particularly if your budget is limited), here are some best-practices I’ve collected:
- Scale – Recording all interactions can mean increasing the number of recorders in the data center, which can dramatically increase your costs. A recording platform with a high scale per recorder makes 100% recording more economical.
- Dual recording – Increasing the number of channels per recorder may seem like a good idea…until you find yourself in a situation where losing a recorder means losing all the interactions across multiple channels. Ouch! Systems with dual recording capabilities may not help consolidate recorders, but they do provide redundancy. They record every interaction twice, while archiving it only once, ensuring no single point of failure.
- Component resiliency – When 100% recording 100% of the time is the goal, you have to look past the recorders themselves to ensure system resilience. The most fail-safe installations make sure their CTI, database and application layer components are equipped with high-availability options, making recording data available at all times.
- Multi-data center – Many companies have multiple data centers, including the contact center, and telephony and computing infrastructure. A recording platform flexible enough to cover multiple data centers provides a swift and smooth failover when outages occur.
- Monitoring – The best recording systems are safe-guarded with holistic monitoring capabilities that send real-time alerts when and where errors occur so no interactions are lost.
In my next posts, read more about how recording is at the center of your ability to enhance your regulatory compliance and protect yourself from future litigations.