Callminer

JUNE 2, 2023

CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.

Innovation 345

Innovation AI 345

Zendesk

SEPTEMBER 15, 2021

Redact sensitive information with the Ticket Redaction App. Enable Zendesk’s Ticket Redaction App for agents to prevent sensitive information such as ID numbers, credit cards, passwords, and more from being stored within a ticket as text or in an attachment. Audit your CX platform for existing risks.

CX 97

CX E-commerce Machine Learning Social Media 97

Callminer

APRIL 23, 2019

Redact: One of the most streamlined and sophisticated methods for maintaining PCI compliance is to use a solution like CallMiner’s Eureka Redact. This should cover expanded regulatory expectations, and more importantly, best practices for audio recordings when business, products, and offers are discussed.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Execs In The Know

JULY 1, 2021

Masking and Redacting Technologies — Shields sensitive information (such as financial or health information) from frontline workers. Still, setting clear expectations is paramount to creating and sustaining a productive, high-performing WFH program.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

DMG Consulting

JANUARY 24, 2023

Redaction to remove sensitive data from a conversation to comply with regulations or to address security concerns. Trend analysis to identify changes in topic, phrase frequency, and trend direction over time. Root cause analysis to provide visual word clusters, correlation, and context maps of related items, in order to suggest a root cause.

Contact Center 62

Contact Center Sentiment Analysis Text Analytics Omnichannel 62

Help Scout

JULY 15, 2021

For example, being able to redact or remove information is a common feature needed for privacy compliance. If you don’t use seasonal staff, how do you keep agents engaged and productive during lulls? For teams with highly complex products that routinely get technical questions, permanent staff may be the better option.

Education 115

Education Customer Service Legal Compliance 115

Customer Service Life

AUGUST 10, 2017

A process for redacting this information if it does show up should be establish. Agents should be serving customers in such a way that we naturally perform well on these surveys — and I realize that sometimes the marks are totally out of their control thanks to issues with the product or service.

Net Promoter Score 68

Net Promoter Score Customer Service Customer Satisfaction Contact Center 68