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How US Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance eBook

March 21, 2018

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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Four Ideas to Improve Quality Management in Your Contact Center
Four Ideas to Improve Quality Management in Your Contact Center

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What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices
What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices

Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses t...