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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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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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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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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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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Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value
Hodusoft
MARCH 13, 2024
Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.
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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Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software
Hodusoft
JANUARY 17, 2024
Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. Read on and thank us later.
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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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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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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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency
Callminer
AUGUST 1, 2017
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.
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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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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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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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52 2024: The Year for Contact Center AI
DMG Consulting
NOVEMBER 8, 2023
2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. There are many other AI-based/enabled applications making large contributions to contact centers today.
Real-Time Guidance Drives Contact Center Digital Transformation
DMG Consulting
SEPTEMBER 6, 2023
Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose. RTG solutions also help improve regulatory compliance and script adherence.
Everything You Need to Know About Contact Center as a Service (CCaaS)
Hodusoft
JANUARY 3, 2024
Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.
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%
10 Effective Ways to Reduce Costs in Your BPO Contact Center
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.
Omni+ Powered by Safe Select: Complete CCaaS Outbound Compliance
The DiJulius Group
OCTOBER 19, 2022
We are happy to announce that NobelBiz has partnered with Customer Dynamics, the #1 TCPA compliance innovator, to futureproof its contact center technology ecosystem. Integrating Customer Dynamics’ Safe Select tool, NobelBiz OMNI+ now allows contact centers to run omnichannel. Read Full Article.
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EECC is Coming to Your Contact Center: What Industry Leaders Are Doing Now to Ensure Compliance
Lightico
SEPTEMBER 14, 2021
They often use websites, portals or apps to help them to transact, but the recent pandemic has highlighted consumers’ reliance on contact centers to manage complex sales and services, with volumes rising as they seek reassurance and clarity in their transactions. What Are the Biggest Roadblocks to Compliance.
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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.
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.
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.
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.
Why Remote Work Is Tough on Contact Center Supervisors & How to Simplify It
Ameyo Callversations
MARCH 15, 2022
Within the contact center industry, remote work is emerging as an opportunity and a challenge, with supervisors having to adjust to the new norm and adapt strategies. Firms are also retraining employees to work synchronously in a remote cloud contact center environment. Understanding Contact Center Supervisor Challenges.
How Can Cryptocurrency & Blockchain Organizations Capitalize On Contact Centers?
Ameyo Callversations
OCTOBER 5, 2021
Contact Centers – The cryptocurrency industry is flourishing yet, customer care is still a significant challenge. The similarities between BFSI and the cryptocurrency industry are many and using the same contact centers is a possible and viable solution for the crypto-verse. Let’s look at some of them, shall we?
Top 10 Benefits of Cloud Contact Center
Ameyo Callversations
JUNE 19, 2022
Cloud Contact Center is a cloud-based software that acts as the intermediary between companies and their customers. The benefits of Cloud Contact Centers are pulling in more and more amount of companies gradually. Here are The Top 10 Benefits of Cloud Contact Centers: 1. Billion in 2020 to USD 36.1
TCN Launches New Workforce Engagement Suite for its Advanced, Cloud-based Contact Center Platform, TCN Operator
Customer Think
JANUARY 30, 2023
New suite enables contact centers to optimize their operations by increasing agent productivity and compliance while improving customer experience
Should speech and text analytics be used outside the contact center?
DMG Consulting
DECEMBER 7, 2021
Question: Should speech and text analytics be used outside the contact center? 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 post Should speech and text analytics be used outside the contact center?
5 Reasons Why Financial Institutions Must Invest In Contact Center Software
Hodusoft
OCTOBER 19, 2022
5 Reasons Why Financial Institutions Must Invest In Contact Center Software Financial businesses, like banks and insurance companies, deal with people’s money. Today, finance contact center software is one of the best ways for financial institutions to keep tabs on their customers and earn their trust.
Interactions Launches Trustera, First-Of-Its-Kind Redaction Solution Transforming Contact Center Compliance in a Work-from-Anywhere (WFA) Environment
Customer Think
NOVEMBER 10, 2022
Amid unprecedented security challenges, Conversational AI-powered solution delivers security compliance, protects companies and customers and boosts brand trust.
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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.
Importance of Real-Time Reports & Analytics in Transforming Contact Centers
Hodusoft
NOVEMBER 27, 2020
To ensure the long-term success of a contact center, the management must be aware of what’s going on in the contact center. They must know what went down between their customers and agents during the call and how well agents stick to compliance and quality guidelines.
Increasing Costs in the Contact Center Due to Increased Efficiency
Taylor Reach Group
SEPTEMBER 12, 2017
During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. The business was growing and along with that, the Contact Center had grown in size. By: Turaj Seyrafiaan. The Situation.
Contact Centers’ Road Map to Success in the New Normal
DMG Consulting
SEPTEMBER 20, 2021
Contact Centers’ Road Map to Success in the New Normal. Contact Centers Moving Forward at an Accelerated Pace. Adding digital channels is a step in the right direction and a necessity for contact centers of all sizes in all verticals, but it is just the beginning. May 25, 2021 Donna Fluss.
How to ensure standardized security for contact centers
Hodusoft
AUGUST 20, 2020
Especially while handling a call center or a contact center, it is imperative to adhere to the security standards strictly. The contact center is often regarded as a high-risk area for data security compromises. Let’s explore how HoduSoft is offering optimal security measures with the contact center software.
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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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.
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.
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