The solution is meeting our expectations by giving us greater insight into our business which is essential for every success in these challenging economic timesMiles BossomMiles Publishing
Miles Publishing has quickly established itself as the UK’s leading media organisation serving the communications sector.
For founder and publisher Miles Bossom, prior to joining Comms Business Magazine in 1999, his 20 year career spanned multiple disciplines ranging from food engineering to facilities management.
Although each sector has had its own complex business process requirements, Bossom has consistently turned to innovative technology and processes to grow his business and gain competitive advantages.
In 2013, as part of a continual strategy to improve the effectiveness of his multi-discipline team, Bossom approached Liquid Voice to provide an integrated call recording and business analytics solution to help improve visibility across the business.
The call recording system allows all outgoing and incoming calls to be automatically recorded and indexed which provides the journalists at Miles Publishing with an efficient method of retaining and cataloguing interviews to ensure accurate reporting. “The rest of the team has also welcomed the ability to go back over conversations to simply clarify information as well as helping with conflict resolution,” Miles explains.
The business analytics solution created by Liquid Voice collates call details, duration, application and internet access which can be cross referenced against group calendars, client contacts and planned activities.
The system allows managers to create detailed cross referenced reports to help build an accurate overview of processes and activities.
Although comprehensive, Bossom is keen to point out that the solution is not ‘Big Brother’ as “…this type of information we have tried to manually collect in the past to allow for strategic planning, staff appraisal and to help with resource allocation and training,” explains the publisher, “Now, we have a much more efficient method of evaluating our business without having to waste time trawling through call, web and application logs and cross referencing them with diaries and contact lists.”
The solution has allowed Bossom to evaluate the effectiveness of different team members and explore ways of improving the efficiency of the overall business.
“It is still early days for us using the new Liquid Voice platform but it is clear that from a business management prospective, it has given me and other senior managers a better understating of who is doing what and when across the company,” he explains, “The system is also flexible enough to allow us to add in additional data collection elements such as social media or even third party services as our needs evolve.”
Bossom routinely samples calls to ensure that his team are displaying the required level of professionalism and industry knowledge, “The biggest benefit is that I don’t have to hover over the shoulder of staff and micromanage but can instead go over calls at quieter times and organise training or mentoring as needed.”
From a technical standpoint, “The system has been flawless,” adds Bossom, “and the solution is meeting our expectations by giving us a greater insight into our business which is essential for every success in these challenging economic times.”