Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Ensuring compliance. The result is lower cost and effort in call center quality monitoring. Quality Monitoring Processes.

Contact Center 223

Contact Center Compliance Sales 223

Callminer

MARCH 12, 2020

Compliance with PCI-DSS involves understanding the above goals and documenting specific efforts outlined within the set of standards to meet them. The bulk of the act’s requirements pertain to in-house administrative protocols and technological requirements for proper compliance. Protect Cardholder Data.

Compliance 182

Compliance Contact Center Legal Government 182

Callminer

APRIL 22, 2019

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

Compliance 207

Compliance Contact Center 207

Callminer

NOVEMBER 4, 2018

Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent retention being two of the biggest.

Contact Center 182

Contact Center Compliance 182

Callminer

JULY 22, 2018

Let’s take a look at 4 critical measurements to determine the effectiveness (or, conversely, ineffectiveness) of the outsourced contact center: 1) Service Level. As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds. is one thing.

Contact Center 186

Contact Center CX Compliance Customer Service 186

Callminer

MARCH 30, 2020

However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Best Practices for Better Remote Working. Establish and Maintain Clear Communication Practices. Diversify communication channels as much as is appropriate.

Contact Center 207

Contact Center Customer Relationship Management CRM Customer Relationship 207

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). Methods for Ensuring PCI Call Recording & Transcription Compliance. Holistic policies and full compliance should be the aim of every organization under the authority of these guidelines.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? In this blog, you can explore everything related to omnichannel contact center software starting from what it is?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Compliance Customer Satisfaction Sales 140

eglobalis

MARCH 30, 2025

In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. With sentiment analysis, the bank moved from lagging indicators to immediate insight, and they reported improvements in agent coaching, compliance, and even cost savings by spotting issues quickly. Fifth Third Bank, a U.S.

AI 326

AI CX Sentiment Analysis Predictive Analytics 326

Taylor Reach Group

JUNE 21, 2021

TRG) has been enlisted to ensure compliance for a statewide youth crisis line. As a result, the operation has fallen short of state compliance requirements. A global Contact Center, Call Center, and Customer Experience consulting firm. The Taylor Reach Group, Inc. About The Taylor Reach Group, Inc.

Compliance 128

Compliance Contact Center Government Retail 128

Uniphore

NOVEMBER 9, 2021

Contact centers can adapt to a post-pandemic world and be future-ready with conversational AI and automation. Over a year after the onset of the pandemic, contact centers are looking to transform and enrich their operations with conversational AI and Automation technologies.

Contact Center 130

Contact Center AI Compliance Technology 130

Callminer

DECEMBER 4, 2013

With real-time monitoring managers can act, not just react, and customer service, performance, and compliance issues can't slip through the cracks.

Contact Center 182

Contact Center Compliance Customer Service 182

Hodusoft

JANUARY 8, 2025

Role of VoIP and Contact Centers in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This is where contact centers and Voice over Internet Protocol (VoIP) solutions come into play. Let’s discuss it in detail.

Contact Center 52

Contact Center Finance Customer Satisfaction Transportation 52

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Callminer

NOVEMBER 9, 2020

. “By using key indicator phrases, patterns and trends can emerge – for example, a contact center might see that someone called in eight times to open a new account but the caller offers erroneous information when asked for a piece of information that they should know.”

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Quality versus Compliance.

Contact Center 92

Contact Center Compliance Start-ups Education 92

Shep Hyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?. What Is PCI-DSS Compliance? .

Compliance 108

Compliance E-commerce Contact Center Omnichannel 108

Ameyo Callversations

MARCH 16, 2021

Cloud adoption for contact centers has been on the rise in the last few years. It was further accelerated by the COVID-19 pandemic when contact centers were forced to work remotely. However, the good news is that many businesses are looking at cloud-based contact centers as a long-term model due to their many benefits. “61%

Contact Center 98

Contact Center Social Media Compliance Actionable Insights 98

Callminer

FEBRUARY 22, 2016

Contact centers face the constant challenge of maximizing payments while staying up to date with compliance rules and regulations. Here’s how collection analytics can help.

Compliance 182

Compliance Contact Center 182

Ameyo Callversations

SEPTEMBER 14, 2021

The call center or contact center workflow automates the entire process to minimize the processing time and increase all departments’ task execution and performance. What do Workflows mean for a Contact Center? In simpler words, every contact center is a unique business that relies on processes unique to it.

Contact Center 92

Contact Center Data Entry Invoicing Social Media 92

Callminer

AUGUST 19, 2019

A simple, yet often overlooked solution to data security in the contact center is to not record sensitive data. By introducing redaction technology into your contact center or voice capturing technology you can ensure sensitive data removal for voice and text-based communications.

Compliance 140

Compliance Contact Center Legal Retail 140

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. Sales Pursuits.

Contact Center 207

Contact Center Finance AI Innovation 207

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. On the one side, you will have internal ‘compliance’ measures. Of course, a process is required to operationalize this approach to ensure that the ‘compliance’ calls are assessed once we have received the customer feedback, managing blackout lists etc.

Contact Center 98

Contact Center Compliance NPS VOC 98

Hodusoft

APRIL 11, 2024

Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. What Do You Understand by HIPAA Compliance: What It Is and What Does It Do? What is HIPAA Compliance? So, let’s get started.

Contact Center 52

Contact Center Compliance Healthcare Legal 52

Callminer

JUNE 12, 2017

While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution.

Contact Center 140

Contact Center Compliance 140

Callminer

JULY 16, 2018

Contact centers especially struggle with how to train, manage, and engage agents properly. Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Personalize their training. Recognize their efforts.

Contact Center 196

Contact Center Compliance Gaming Customer Satisfaction 196

Callminer

JULY 5, 2018

It is essential to understand that contact center efficiency includes more than the number of customer conversations, be in over the phone, chat, or social media channels that are handled daily. How can you improve contact center efficiency? Improve compliance.

Compliance 157

Compliance Contact Center Social Media Customer Satisfaction 157

Callminer

JUNE 12, 2018

Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m. NetLink – 30 Minutes past the hour – The Care Cloud: Contact Center Analytics.

Contact Center 140

Contact Center Compliance Customer Satisfaction Sales 140

Callminer

JANUARY 18, 2021

“Effective real-time management is based on having the right reports that measure compliance and clear process for acting as you see variations. ” – Contact Center Operation and Management , Digital.gov; Twitter: @digital_gov. How does your business handle international contact centre operations?

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Taylor Reach Group

MAY 14, 2017

Will AI Mean Less People and More Profit in the Contact Center? . The drive to reduce the number of people in Contact Centers has been around since their inception. Contact Centers increasingly now operate in an omni-channel environment. Contact Center Services Will be Augmented – Not Replaced.

Contact Center 79

Contact Center AI Artificial Intelligence Compliance 79

DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. Here are 8 primary categories of KPIs that should be used in a contact center to oversee all aspects of its performance: Cost – how much it costs to handle (resolve, sell, collect) each item. implementation process.)

Scorecard 82

Scorecard Contact Center Compliance Customer Relationship Management 82

CSAT.AI

JANUARY 8, 2020

Privacy compliance in contact centers poses unique challenges. Europe’s General Data Protection Regulation (GDPR) was just the beginning of attempts to bring more privacy and compliance protection to consumers. Contact Centers, Privacy and Compliance. Compliance and Consumer Trust.

Compliance 52

Compliance Contact Center Legal Sentiment Analysis 52

DMG Consulting

AUGUST 11, 2020

Question: Our back-office operations utilize robotic process automation, but I’m not sure how we’d use it in the contact center. Is there a different application for contact centers? Unlike back offices, the form of RPA generally found in contact centers is attended RPA. Compliance and script adherence .

Contact Center 77

Contact Center Compliance 77

DMG Consulting

MARCH 5, 2025

Following are insights into the business objectives contact center leaders plan to address during the year. Top Contact Center Goals for 2025 Improving the CX is the top business goal for service organizations in 2025, selected by 57.6% Enhancing security and compliance came in eighth place, chosen by 28.8%

Contact Center 62

Contact Center Artificial Intelligence Compliance AI 62

DMG Consulting

MAY 15, 2018

Cloud Contact Center Solutions Continue Upward Trajectory. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market.

Contact Center 59

Contact Center Compliance Artificial Intelligence Innovation 59

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon.

Contact Center 77

Contact Center Artificial Intelligence Innovation Compliance 77