Whitepapers

Patient confidentiality is non-negotiable. Yet poor audio quality and overheard conversations are exposing healthcare organisations to HIPAA lawsuits and GDPR fines that already exceed €5 billion annually.

Audio compliance is a blind spot financial organisations can’t afford to ignore. GDPR fines exceeded €5 billion last year, and regulators are getting tougher.

We surveyed 500 customer service agents and 1000 customers to find out how much of an effect background noise had on their respective experiences.

Goldsmiths University studied what impacts using IRIS Clarity has had on London Councils call centre operations - including call times and agent happiness.

We partnered with Ryan Strategic Advisory to explore why voice builds loyalty, the cost of poor-quality communication, and strategies to make voice a premium channel.

We partnered with ContactBabel to delve into all the trends currently impacting the voice channel for UK call centres - from intent of  calls, to the cost of repetition.