Agent interactions have critical call center compliance requirements. Poor performance can represent significant risk to the organization. Call center compliance solutions not only ensure regulatory compliance but also reduce the risk of fines. See how CallMiner can monitor and protect your customer's privacy.
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Detecting Fraud with Speech Analytics
Fraud is one of the costliest risks businesses face every day. With so much emphasis being placed on cybersecurity and fraud prevention online, cybercriminals are changing their efforts by...
19 Experts Reveal the One Aspect of Call Center Regulations They’d Improve
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...
How US Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance eBook
1:00:01Hear how Axcess Financial is using speech analytics to identify behaviors and language used by known fraudsters to help detect new fraudster.
20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
From essentials like average handle time to broader metrics such as call center service levels, there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all...
1:00:28The challenge for collection of consumer debt firms remains the same -- maximizing recovery rates while maintaining compliance with current and future regulations.
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 to measure performance. Interestingly, QA metrics can vary significantly by industry,...
20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)
Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly...
Streamlining Contact Center Processes for More Effective Use of Human Resources
