Contact center operators have more regulations to deal with than ever before, and higher consequences if they fail to comply. The compliance climate was already challenging before changes to the Telephone Consumer Protection Act (TCPA) created uncertainty in the field, which in turn encouraged attorneys to file class-action lawsuits seeking favorable interpretation of the new requirements. FDCPA, CFPB, HIPAA, PCI, UDAAP, EFTA and other regulations also change, as does their enforcement environment. This eBook addresses how Interaction Analytics can help you mitigate compliance risk in your contact center.
Other Content You Might Like
1:50Learn how Exeter Finance leveraged CallMiner's Eureka platform to decrease call avoidance by 30% and improve agent performance.
This study examines what contact centers are doing to maintain/improve their performance during these trying times and how a successful contact center will be defined in the months and years ahead.
This report answers contact center management’s most pressing questions around the decision to move from on-premise to cloud-based contact center solutions.
1:01:16Join Double Positive to learn how this Performance Marketing organization improved agent performance, training & development using insights to enhance client outcomes and share business intelligence.
59:14Join Dialog Direct’s Vice President of Training, Marvie Wright as she provides an overview the advantages of migrating and creating a remote based contact center agent workforce.
59:56Join contact center expert Donna Fluss and CX leader Steve Chirokas as they discuss best practices to handle transitioning to, and managing, a remote contact center workforce during this pandemic.
To help organizations migrate to a remote workforce during COVID-19, we have compiled a list of practical and actionable practices that can help contact centers manage through the coronavirus pandemic
Read this Whitepaper to find out the 10 Best Practices You Need to Make the Most of Your Speech Analytics.
This study looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US insurance industry.
1:52Learn how CallMiner Eureka empowered Holiday Inn Club Vacations to generate 4X ROI in their first year with just one person devoting a few hours a week focusing solely on ‘silence.’
This study looks at the structure, growth, technology, HR and commercial issues found in contact centers within the U.S. retail industry.
58:28Learn how healthcare revenue cycle management leader Avadyne Health leveraged speech analytics technology to exceed their clients' revenue, patient experience, compliance & brand protection objectives
59:13Join two TCPA experts, Ryan Thurman and Parker Sutton, in a roundtable discussion about the current state of the TCPA and what you can do to minimize your risk of compliance exposure and litigation.
This guide presents a list of questions that you can use to help you draft a Customer Engagement Analytics RFP.
Call center regulations are complex. The Fair Debt Collection Practices Act (FDCPA), for instance, requires debt collectors to disclose the purpose of their written or oral communications at the...
See How Conns leverages CallMiner to improve their Collections Operations Read the eBook: How US Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance Call centers...
1:01:26In this webinar, Mark Hinely, Regulatory Compliance Specialist at KirkpatrickPrice, will provide an overview of GDPR, the impact of GDPR on your companies, roles and responsibilities under GDPR.
Calculating risk and the potential reward is a normal part of doing business. When it comes to managing a contact center, the one time you should never take a risk is in regards to regulatory...