The State of Remote Workforce Compliance
Callminer
NOVEMBER 24, 2020
Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.
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.
Compliance 
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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On
eglobalis
OCTOBER 9, 2024
Security and Compliance Concerns Certain feature requests may pose security, privacy, or compliance risks, especially in industries that handle sensitive data. Introducing features without considering these risks can lead to significant legal and operational issues.
How we ensure the highest standards of data privacy and compliance within Intercom
Intercom, Inc.
OCTOBER 19, 2022
We protect it throughout its lifecycle with robust security practices, tailored role-specific staff training, and rigorous compliance with regulations. Before a vendor is procured, our IT, legal, and security teams review their security and data privacy practices in full. Compliance: Don’t just take our word for it .
Compliance 138
138 
The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience
ECXO
JUNE 19, 2024
Challenges and Considerations in AI Adoption Addressing Ethical and Legal Concerns The adoption of AI in product design raises several ethical and legal considerations that companies must address. These innovations not only improve product usability but also contribute to Unilever’s sustainability goals.
AI 379
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What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB
Callminer
MARCH 7, 2017
CFPB Compliance Best Practices. Non-compliance invariably results in costing your company financially as fines and penalties are imposed. Non-compliance invariably results in costing your company financially as fines and penalties are imposed. The key here is they must maintain CFPB compliance while they make these calls.
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Zendesk legal terms update 2022
Zendesk
MAY 27, 2022
As a service-first company, we update our terms and policies on an annual basis, driven by customer feedback, evolving legal standards, and product updates. If you would like more information about our legal terms, please visit our Agreements and Terms Website. The post Zendesk legal terms update 2022 appeared first on Zendesk.
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The Critical Nature of Customer Experience in Medical Devices: Why Near Perfection is the Only Option
ECXO
OCTOBER 17, 2024
Uncompromising Regulatory Compliance The medical devices industry is tightly regulated by organizations like the FDA in the U.S. A product failure can lead to legal repercussions, financial loss, and most importantly, loss of patient trust. and EMA in Europe.
Why your privacy ecosystem is crucial in the age of GDPR
Intercom, Inc.
APRIL 23, 2018
Companies with EU customers will have to legally justify the processing of the personal data they collect, as well as ensuring that users can easily access their own data and remove consent for its use, change privacy settings and permanently delete their data. Track and reduce access to data that is not needed.
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Digital Twins: A Marketer’s Guide
ECXO
AUGUST 15, 2023
Additionally, brands must account for and understand data privacy and cyber-risk concerns as simulating data and environments will increase legal and regulatory risk. Getting the privacy, security, and compliance aspects right. If consumers feel that digital twin data could be used against them, they will not participate.
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Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data
Callminer
AUGUST 19, 2019
Sensitive personal data that is not captured or transcribed into text records cannot be stolen, leaked or somehow misused thus putting the company in the unenviable position of being outside of compliance or being forced to conduct damage control with an angry customer base. Why Redact?
Compliance 140
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Termination Letter Examples for Call Centers & Customer Service Pros
Callminer
JULY 22, 2020
For call centers, there are various ways that termination letters can be created to align with legal best practices and company needs. Termination letters are especially useful for providing legally verifiable notice to affected parties of your organization’s relationship with them coming to an end. Types of Termination Letters.
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Moving upmarket as a product manager: What changes and what stays the same?
Intercom, Inc.
SEPTEMBER 28, 2021
Features that satisfy legal necessities, like GDPR compliance for EU customers; or effective employee management, like granular permissions for accounts. Do these features solve a problem for them? . Industry-standard” isn’t always a priority. There are baseline expectations for features of a modern-day SaaS tool.
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The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software
Callminer
MAY 12, 2020
Compliance Features. Software that comes with a full-featured compliance tool set eliminates potential headaches where legal benefits and other important requirements are concerned. Overlooking them makes manual methods your only options, leading to lost time and needlessly expended resources. Security Options.
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Intercom presents Engineer Chats
Intercom, Inc.
DECEMBER 2, 2021
From the process of disambiguation and the worst outage we ever had to our obsession with speed and how legal and engineering teams can work better together, Engineer Chats will give you a peek behind the engineering process at Intercom. The legal team isn’t there to slow R&D down. Where legal comes in.
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Losing Customers Trust is the Worst Penalty VW Will Face
Beyond Philosophy
OCTOBER 6, 2015
BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico. Owners of the affected models will be seeking “unspecified punitive damages and legal fees, among other things,” according to the Chicago Tribune.
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Navigate CFPB Rulings, Compliance, and Vehicle Repossessions with IDP
Lightico
JULY 2, 2024
The auto finance industry in particular, with its high-volume sales, dealership networks, and a highly securable and movable asset, faces mounting challenges, ranging from stringent compliance requirements enforced by the CFPB to the complexities of loan servicing, strict documentation, and vehicle repossession processes.
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Online Compliance Training: 10 Best Practices that You Should Start Following
ProProfs
JUNE 18, 2019
29% of CCOs or Chief Compliance Officers in the United States have not documented or are not sure whether they have standardized compliance roles and responsibilities for their employees. Such inadequacies attract legal or external regulatory actions from the government that result in penalties of varying kinds.
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VOE Definition: What is a Verification of Employment (VOE)?
Callminer
NOVEMBER 20, 2019
Industries that are strictly regulated by governing bodies may request such information due to legal obligations, in which case previous employers may also be legally obliged to respond. Exact laws pertaining to VOE tend to differ by state and territory. Information is Requested from Previous Employers. What Information is Gathered?
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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. From GDPR to CCPA.
Compliance 52
52 
The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience
ECXO
JUNE 25, 2024
Challenges and Considerations in AI Adoption Addressing Ethical and Legal Concerns The adoption of AI in product design raises several ethical and legal considerations that companies must address. These innovations not only improve product usability but also contribute to Unilever’s sustainability goals.
AI 156
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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 Do You Understand by HIPAA Compliance: What It Is and What Does It Do?
Can Banks Accelerate Terms & Conditions & Enhance Compliance at the Same Time?
Lightico
AUGUST 3, 2021
From routine requests to high-value transactions, legally binding consent of terms and conditions are a key requirement for banking customers , who regularly seek to open, modify, or upgrade several banking products, such as: Applying for a new bank loan or credit card. Terms & Conditions for Banks: A Compliance & Experience Problem.
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How Can Banks Support Troops Abroad & Ensure SCRA Compliance?
Lightico
AUGUST 5, 2021
But processing of SCRA requests to date has been filled with friction and frustration — banks and financial institutions today need a swift and efficient way to manage these processes while ensuring compliance. What banks need to quickly and efficiently complete SCRA processes and ensure compliance. Compliance. NPS / CSAT.
Compliance 52
52 
The 9 best tools for your early-stage startup tech stack
Intercom, Inc.
AUGUST 30, 2022
By removing the paperwork, legalese, and hidden fees associated with launching a startup, Stripe Atlas gives founders more time to focus on building their business – and ensures the right legal and financial foundations are in place to help you scale. Brex makes it simple for founders and startups to manage spending and ensure compliance.
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Introducing Lightico’s Dynamic Documents: For Next-Level Compliance and CX
Lightico
DECEMBER 14, 2022
They allow for added customizability, in which companies can tailor legal agreements and documents to their customers’ characteristics. Compliance teams can easily review the documents as they are stored in one digital location. These documents are known as Dynamic Documents. How Do Dynamic Documents Work?
Compliance 52
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5 Ways Your Business Can Protect Consumer Rights
Customer Think
MAY 21, 2024
The topic of consumer rights is often viewed solely through the scope of legal obligations, however, instead of just complying with them, taking the time to understand consumer protection laws and how they benefit consumers can return a competitive advantage.
Legal 64
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11 Ways to Reducing Communication Costs with Internet Telephony Solutions
Hodusoft
OCTOBER 4, 2023
Compliance and risk mitigation: Properly managed communication can help ensure compliance with industry regulations and data protection laws, reducing the risk of costly legal issues or fines. Secondly, compliance with industry regulations and data protection laws is crucial to avoid costly penalties.
Compliance 105
105 
Coming Soon: Innovation from SugarCRM to Address Data Protection and GDPR Compliance
SugarCRM
MARCH 22, 2018
It’s not just about meeting regulatory compliance. These new features will help companies that use SugarCRM products carry out their data privacy responsibilities as solid corporate citizens (and enable GDPR compliance along the way). our goal isn’t to make product enhancements just so organizations can get in compliance.
Compliance 53
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20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)
Callminer
SEPTEMBER 5, 2017
Inconsistency or inaccuracy can put a company at risk as, in many cases, the information agents deliver is a legally binding disclosure that needs to be read accurately 100% of the time. Deborah Sweeney is the CEO of MyCorporation , an online document filing service working with business owners and entrepreneurs for all legal filings.
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How to Develop IT Policies and Procedures
Customer Think
AUGUST 29, 2024
In today’s rapidly evolving technological landscape, robust IT policies and procedures are not just a necessity—they are essential for safeguarding an organization’s data, ensuring compliance with legal requirements, and maintaining operational efficiency.
Legal 59
59 
Should speech and text analytics be used outside the contact center?
DMG Consulting
DECEMBER 7, 2021
This includes auditing and compliance functions that need to make sure employees follow the company’s rules and guidelines when interacting with customers and prospects. The legal department can capture and understand facts from the voice of the customer or the voice of the employee, to support a legal position.
NYS Sexual Harassment Training: Laws, Requirements, & Prevention
ProProfs
JUNE 21, 2020
This will ensure compliance, an ethical workforce, plus lesser risks and liabilities. Expanded Legal Requirements. It drove home the need to shift the focus from mere compliance to raising awareness about the gravity of the issue. Compliance Management. Let’s now dive in to see what it is all about.
Compliance 91
91 
EU-US data transfers after Schrems II
Zendesk
JANUARY 25, 2022
Global privacy regulations are evolving at a rapid pace and we are focused on providing the tools our customers need to enable compliance. We recognize the importance of customer trust and of customers’ privacy and the security of their data. As a customer, it’s important to understand how vendors use and secure your data.
Government 98
98 
The Complete Guide to Outsourcing Business Services
CallCare
MAY 14, 2024
Businesses commonly outsource various services, including IT support, human resources, marketing, accounting, customer service, legal services, and research and development. By partnering with specialised service providers, businesses can mitigate risks associated with technological changes, compliance, and market fluctuations.
A Chat about QA Tools and Process
CSAT.AI
FEBRUARY 6, 2019
Call Recording and Compliance. From the GDPR website : “If you record phone calls you must fulfil any of the following conditions to ensure you are doing so legally: Receive consent from the individual(s) in the phone call to record. Justify the necessity of the recording, i.e. to fulfil a contract, or for legal requirements.
CX Outsourcing: Navigating Trends, Challenges, and Opportunities
Execs In The Know
JUNE 7, 2023
However, concerns were raised about governance and compliance in implementing AI solutions. The significance of finding solutions that safeguard sensitive customer information and maintain compliance with data protection regulations is something that has been top of mind.
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85 
Inclusive Technology: Why Accessible Software Matters for Everyone
Comm100
NOVEMBER 14, 2023
Compliance is Just the Beginning Legal compliance with standards such WCAG is often the initial motivator for companies to adopt accessible software. However, the goal should stretch beyond avoiding legal repercussions. It is a matter of operational efficiency, legal compliance, and moral responsibility.
Technology 52
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How Customer Centricity Is Changing Pharmaceutical Customer Experience
PeopleMetrics
JANUARY 19, 2018
For insight into where we stand today, we’ve connected with people involved in Healthcare Compliance and Legal, Sales Force Effectiveness, Learning & Development, Incentive Compensation and Patient Services across a variety of healthcare and pharmaceutical companies. The Future.
11 Tips on Delivering Great Customer Service in Education
Help Scout
JULY 15, 2021
By extension, those working in education support have the same responsibility, and failure to meet that responsibility could result in fines and possible legal action. Staying in compliance with those laws can be difficult. For example, being able to redact or remove information is a common feature needed for privacy compliance.
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Applications that Improve the Customer Journey
DMG Consulting
AUGUST 10, 2018
IVAs are catching on in a variety of verticals where they serve as personal shoppers, ensure compliance with healthcare protocols, book reservations or schedule appointments, assist with financial or investment decisions, determine how to more efficiently manage utility expenses, and more. Legally binding digital e-Signature.
National eSign Day: Celebrating 26 Years of Digital Signatures & a Bright Future Ahead
Lightico
JUNE 29, 2023
Individuals began signing their names or using monograms to authenticate legal documents, marking the transition from physical seals to individual marks. Individuals began signing their names or using monograms to authenticate legal documents, marking the transition from physical seals to individual marks.
Legal 52
52 
ChatGPT in Higher Ed: Maximizing Benefits and Managing Risks
Comm100
FEBRUARY 13, 2023
To protect students and faculty alike, legal requirements in higher education mean that institutions need to ensure compliance with relevant data privacy regulations. As schools grapple with the ethics of ChatGPT, expect to see students question school integrity where it has been adopted.
Education 90
90 
How do omni-channel contact centers route interactions?
DMG Consulting
AUGUST 13, 2018
The ACD tracks and records every interaction for legal and compliance purposes, using technology that can differentiate between the portions of interactions that can be recorded and the components that must be masked or removed for security and regulatory reasons.
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