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Call Recording Week in Review: Facebook, drupe, Comcast and MiFID II

September 10, 2016

Happy Saturday! This week in Call Recording was an exciting one, with articles touching on tracking call conversions, legal issues and MiFID II. Now that it’s the weekend, let’s take a look back at these last few days.

The week started off with guidelines from TMC’s Steve Anderson on how to track Facebook call conversions. Anderson discusses the importance of figuring out these call conversions by pointing out that the popularity of mobile phones is making it harder for marketers to know how effective their techniques are. He touches on two simple tools which can be used to get a better handle on Facebook call conversions, and states that combining these tools gives you the means to connect with a brand—no matter its size—from a social media tool, and the ability to understand the nature of the calls and derive actionable insights accordingly. You can find all the details HERE.

Next up, there were some call recording legal issues discussed this week. For instance, I broached the topic of accessing call recordings. When you call a contact center, you are first greeted with a message telling you that the conversation may be recorded. By staying on the line, you are consenting to the recording. This is all fine and dandy until you, the caller, actually try to listen to the recording for yourself. This is an issue one woman had with Comcast, and there are thousands of other stories like that. Is it legal for companies to keep these recordings from you? How do you know if they’re telling you the truth about what was said during the recorded conversation? Find out HERE.

On the same note, drupe has released a new feature for its Android contacts and dialer app that allows you to record your conversations from your mobile phone. This is great for anyone who works remotely or spends a lot of time in the car, because they typically don’t have access to the same call recording technologies that are available in office. drupe can prove to be incredibly beneficial to these people, if used correctly. With great power comes great responsibility, and users need to make sure they’re not abusing the feature. You can read more HERE.

Finally, the week wrapped up with news on how to use call recording to prepare for the “revised Markets in Financial Instruments Directive,” or MiFID II. According to Steve Anderson, MiFID is “a new regulatory matter designed to improve transparency into business operations, thus allowing for greater financial stability by making it clear to those who care to look that businesses aren't engaged in various shady dealings like we've seen over the last 20 years or so.” So, what on earth does call recording have to do with this? Well, it turns out that it can actually help quite a bit. Find out how HERE.

While some exciting news has been highlighted here, that’s certainly not all that went on this week. Be sure to head over to Call Recording for all the updates, and come back next week for the latest insights. Have a great weekend!



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