25 Things Chief Compliance Officers Want Every Contact Center Agent to Know
Callminer
JANUARY 26, 2021
See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.
What Executives Need To Know About Contact Center Compliance
Callminer
AUGUST 10, 2020
When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts that contact centers should be aware of.
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25 tips for optimizing your contact center's QA practices
Callminer
JUNE 9, 2021
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices.
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How to Maintain Contact Center Compliance [Resource Guide]
Callminer
MARCH 3, 2016
Here’s how to maintain PCI compliance in the contact center. Companies that regularly handling financial transactions have a responsibility to protect consumer data.
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4 Ways To Use Call Recordings for Better Contact Center Performance
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.
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Call Center Regulatory Compliance
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.
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What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices
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.
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Collection Success Stories in the Contact Center: Part 2
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.
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4 Measurements of CX Success in the Outsourced Contact Center
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.
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Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents
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.
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What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices
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.
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See You At Contact Center Week For Discussions, Demos, and Copper Mules
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!
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Taylor Reach Group to ensure compliance for statewide youth crisis line
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.
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Conversational AI is Transforming the Future Contact Centers
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.
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Why Real-Time Monitoring Is So Important in the Contact Center
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.
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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
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…”.
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25 Indicators of Fraud on Inbound Calls
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.”
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Quality Assurance in Your Contact Center
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.
Guest Post: How to Ensure PCI Compliance in Your Call Center?
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? .
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Why Cloud Contact Center is your Best Bet
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%
How Collection Analytics Drives Improved Call Center Performance
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.
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Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide
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.
How Workflow can Solve Chaos in your Contact Center?
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.
Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data
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.
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Call Center Statistics You Should Know
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.
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The Contact Center Stack – Here’s what you need to build a modern contact center
Taylor Reach Group
SEPTEMBER 29, 2020
The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. On-premise contact center infrastructure is dead.
The Coming Disruption of the Contact Center Outsourcing Industry – Part 2
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.
ROI from your investment in speech analytics? Absolutely!
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.
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Keep Your Call Center At-Home Agents Engaged
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.
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196 Deliver Performance Scores Directly to Your Agents
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.
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Contact Centers’ Digital Transformation Has Only Begun
DMG Consulting
MARCH 30, 2021
Contact Centers’ Digital Transformation Has Only Begun. It was a brute force exit from the office, but contact centers were highly effective in getting their folks home and back online so they could be available to assist their companies’ customers and prospects. NEXT ACT FOR CONTACT CENTERS.
See You At Customer Contact Week For Discussions, Demos, and Copper Mules
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.
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International Contact Centre Operations Tips & Best Practices
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?
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Will AI Mean Less People and More Profit in the Contact Center?
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.
Implementing a balanced scorecard to measure agent and contact center performance
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.)
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New Year, New Rules: Consumer Trust, Data Privacy And Compliance In Contact Centers
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.
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Is there a robotic process automation application for contact centers?
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 .
Cloud Contact Center Solutions Continue Upward Trajectory
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 Workplaces Are in the Midst of a Renaissance
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.
What is Contact Center as a Service (CCaaS)?
UJET
JULY 22, 2019
Hosting servers requires a large physical space and as a contact center grows, it needs more space for new agents and technology. Contact center hardware can fail or some kind of emergency can happen which disables the center’s ability to provide support. There are also dangers of having everything in one place.
U-Analyze
Uniphore
NOVEMBER 11, 2021
For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever. Download Now.
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130 Innovation Enhances the Cloud-Based Contact Center Infrastructure Market
DMG Consulting
MARCH 8, 2019
Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.
Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance
Hodusoft
NOVEMBER 6, 2024
Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success.
U-Analyze
Uniphore
NOVEMBER 11, 2021
For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever.
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