CX Accelerator

APRIL 1, 2022

I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. If I tell the customer what happened, could I potentially get in trouble with the “legal department” and lose my job? In some cases, the legal department may need to vet every communication that goes out.

Legal 266

Legal Contact Center Social Media CX 266

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? 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. The post Should speech and text analytics be used outside the contact center?

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

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.

Legal 182

Legal Customer Service Compliance Contact Center 182

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

Fonolo

AUGUST 8, 2018

For those of us toiling away in the world of contact centers, staying educated and adapting our practices are our greatest and most crucial challenges. All the while, we’re working to become industry experts in (and make sense of) the standards, agreements, and laws which impact our customers, our contact centers, and our businesses.

Contact Center 64

Contact Center Legal Touchpoint Education 64

Callminer

APRIL 20, 2020

Negotiating and drawing up a contract in some instances can carry legal fees, and continuing the relationship will have costs in time or possibly travel.” Pay close attention to the legalities of risk management when partnering with BPO providers.

Legal 286

Legal Artificial Intelligence Engineering Government 286

DMG Consulting

AUGUST 13, 2018

Question: How do omni-channel contact centers route interactions? Answer: In an omni-channel contact center, interaction routing is centralized and agents have a comprehensive view of what happens with customers across all channels.

Contact Center 59

Contact Center Legal Social Media Compliance 59

Fonolo

FEBRUARY 2, 2023

Depending on your unique operational needs and gaps, you may use a different combination of technologies to automate your contact center. Let’s explore some of the benefits you can expect from an automated call center. And with the Great Resignation looming over the contact center world, you’ll need all the help you can get!

Contact Center 140

Contact Center Sentiment Analysis AI Legal 140

Callminer

FEBRUARY 21, 2018

Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology. He has more than 25 years of experience in leading and growing multi-site contact centers in different industries. Thirdly, there may be legal requirement. @SearchCRM.

Contact Center 210

Contact Center CRM Technology Technology 210

Callminer

MARCH 12, 2020

Debt collectors may not contact consumers directly when they know the debtor is represented by an attorney. Interaction analytics solutions can help collections and accounts receivables management (ARM) firms eliminate contact center compliance risk and ensure agent compliance by analyzing every interaction.

Compliance 182

Compliance Contact Center Legal Government 182

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Contact Center 126

Contact Center Technology Technology Start-ups 126

Fonolo

SEPTEMBER 28, 2022

The surveys give contact centers valuable insight into agent performance, customer experience, and other factors that can inform CX strategy. Keep in mind though, that the after-call survey is an important tool to drive improvement in the call center, but it’s not the only one. 1. Think About Your Audience. Keep that in mind.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

CSAT.AI

JANUARY 8, 2020

Privacy compliance in contact centers poses unique challenges. Contact Centers, Privacy and Compliance. Aaron brings up the point that the new privacy laws are particularly important for contact centers because they process so much personal information just by the nature of the work they have to do.

Compliance 52

Compliance Contact Center Legal Sentiment Analysis 52

Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. When do you get legal involved? So maybe that doesn’t align too well with having legal involved.

Contact Center 58

Contact Center Artificial Intelligence Legal AI 58

Taylor Reach Group

OCTOBER 7, 2020

I once sat in on a conversation between the Director of Human Resources (HR) and a Contact Center Manager who was losing his job as part of a reduction in force. This begs for poor performance, from that agent and others, and even for legal action if you choose to address the behavior again later on. By Peg Ayers.

Contact Center 142

Contact Center Legal 142

Hodusoft

JULY 3, 2024

A Guide to Choose the Best Contact Center Software for Your Enterprise Contact centers come in different types and sizes. If we speak about the latter, then some contact centers believe in the philosophy of German-British statistician and economist Ernst Friedrich Schumacher, which is “Small Is Beautiful.”

Contact Center 52

Contact Center Social Media Compliance Engineering 52

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. An Understanding of HIPAA Compliance for Contact Centers How Does HIPAA Compliance for Contact Centers Work?

Contact Center 52

Contact Center Compliance Healthcare Legal 52

DMG Consulting

JUNE 8, 2021

The more advanced IA offerings have expanded their capabilities and benefits far beyond their initial contact center audience but are struggling to demonstrate their value to customer experience (CX) executives who continue to concentrate on marketing and sales functions. Product Innovation. Broader Use Cases for IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

DMG Consulting

OCTOBER 10, 2017

Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Contact centers are complex operating environments that can comprise more than 45 different systems and applications.

Contact Center 48

Contact Center Legal Innovation Start-ups 48

Taylor Reach Group

MARCH 26, 2019

In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. A call may be considered resolved from an FCR perspective in one center and not in the next. Improving FCR.

Contact Center 112

Contact Center Customer Satisfaction Legal Start-ups 112

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. She has a command to write on call center software and new technologies used in contact centers. Lindsey Havens. Deborah Sweeney.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028. from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

DMG Consulting

AUGUST 10, 2018

Contact centers are inherently complex environments, and agents routinely have to enter the same information in two or more systems, e.g., the transaction processing system and the CRM solution. And unattended RPA can fully automate some end-to-end contact center processes, with little or no human involvement. Technology.

Artificial Intelligence 78

Artificial Intelligence Machine Learning Contact Center Legal 78

Fonolo

APRIL 3, 2019

Now in its 4 th year, the Customer Experience Excellence Awards examine the work of outstanding contact centers from all industries and regions. Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards!

Customer Experience 89

Customer Experience Legal Contact Center Omnichannel 89

Uniphore

JANUARY 25, 2022

Automotive, healthcare, retail, banking, transportation, entertainment, education, human resources, legal services – and more. Conversational AI Expands Beyond the Contact Center. According to the New York Times , “Banks tried to kill crypto and failed. Now they’re embracing it.”

AI 130

AI Artificial Intelligence Healthcare Legal 130

Confirmit

JUNE 12, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JUNE 12, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Confirmit

JULY 6, 2017

Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technical and interpersonal skills. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands.

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40

Fonolo

OCTOBER 4, 2017

This agreement is called the “PSA” or Plan Support Agreement (an inscrutably bland legal acronym, if I ever saw one) and it basically says who’s getting how much of a haircut on which debt. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. This was the big step everyone was waiting for.

Contact Center 173

Contact Center Legal Gaming Customer Satisfaction 173

Taylor Reach Group

MAY 14, 2019

Avoid the “robotic, PR crafted, legal jargon, edited by the Chief Financial Officer” response. That’s not to say you shouldn’t consult your legal team, because, if you’re not careful, that class action suit will likely follow. Instead, draft a genuine apology with clear goals about your next actions.

Gaming 121

Gaming Customer Service Legal Customer Experience 121

Fonolo

JANUARY 26, 2021

A prolonged legal battle ensued. VHT’s new ‘Mindful’ product appears to move away from call-backs and virtual queuing and compete as a more holistic call center management platform, including SMS services. 6 Secrets for Boosting Customer Satisfaction in the Contact Center. ’ era around 2010.

Technology 108

Technology Technology Legal Contact Center 108

Taylor Reach Group

NOVEMBER 9, 2018

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, general business periodicals, professional journals, technical procedures, or governmental regulations, financial reports, and legal documents. Experience with contact center reporting and Key Process Indicators (KPIs).

Outlook 80

Outlook Legal Social Media Contact Center 80

Hodusoft

JULY 2, 2024

Addressing this topic, the experts discussed how an omnichannel contact center can help improve customer service, enhance collaboration, increase operational efficiency, provide real-time analytics & insights for effective sales and marketing, and gain competitive advantage.

Customer Experience 52

Customer Experience Contact Center Omnichannel Compliance 52

Customer Think

NOVEMBER 30, 2022

The UK recently introduced some new legislation that has implications for customer service.Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts Act 2022 that aims to provide new legal protections for customer-facing w.

Legal 72

Legal Customer Service Contact Center 72

ClearAction

JANUARY 20, 2020

It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Every employee has a fiduciary responsibility to your company — a legal or ethical relationship of trust with company resources. This is evident in numerous recent public relations fiascos.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

UJET

DECEMBER 17, 2020

When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center. Your digital customers expect the same level of individual attention you give your in-store customers.

E-commerce 72

E-commerce Contact Center Machine Learning Artificial Intelligence 72

UJET

DECEMBER 17, 2020

When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center. Your digital customers expect the same level of individual attention you give your in-store customers.

E-commerce 72

E-commerce Contact Center Machine Learning Artificial Intelligence 72