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.
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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.
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...
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...
Learn how Frontline Asset Strategies used speech analytics to monitor 100% of call center conversations and improve compliance scores within six months.
47:13Learn how CallMiner speech analytics drives dramatic contact center improvements and reinforces corporate values and messaging for Americollect.
Learn how a collections agency enhanced its technology platform with next-generation automated interaction analytics, which have produced results that satisfied its top customer.
Learn how AMCOL Systems improved their contact center analytics program with real-time agent feedback for improved agent performance and compliance.
59:23Review the impact of consumer complaints, it’s relevance to CFPB compliance and how interaction analytics can support improved tracking and higher compliance behavior in your agent community.
Learn how speech analytics helped Nationwide Credit Corp reduce excessive silence, escalation language, legal action mentions, and FDCPA violation language.
