In observance of International Fraud Awareness Week, Sitel Group and CallMiner partnered to conduct this survey which set out to identify consumer concerns around fraud, habits and channel preferences for communicating with brands/companies and perceptions around the use of artificial intelligence (AI) and speech technology by brands to prevent fraud.
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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.
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...
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...
1:00:01Hear how Axcess Financial is using speech analytics to identify behaviors and language used by known fraudsters to help detect new fraudster.
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.
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,...
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...
