Callminer

AUGUST 19, 2019

Try as they might, tech companies and other enterprise businesses such as financial institutions and retailers, just can’t seem to secure sensitive customer information they’ve captured without it somehow becoming exposed. A simple, yet often overlooked solution to data security in the contact center is to not record sensitive data.

Enterprise 140

Enterprise Contact Center Banking Technology 140

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Government Healthcare Analytics 98

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). To train and evaluate call center staff. Methods for Ensuring PCI Call Recording & Transcription Compliance. To ensure the quality of customer service.

Best practices 159

Best practices Call Center Banking Contact Center 159

Interactions

DECEMBER 9, 2022

With this new normal, we believe one of the most important areas that needs to be addressed is the area of compliance. Specifically, the security of customers and employees. But even with background checks and comprehensive training, compliance has always been a potential source of fraud. How do we solve this problem?

Average Handle Time 118

Average Handle Time Banking Engineering CRM 118

Balto

AUGUST 29, 2023

Call center compliance involves meeting certain regional and international requirements and guidelines related to security and collecting and storing sensitive customer data. A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk.

Call Center 52

Call Center Interactive Voice Response Telemarketing Contact Center 52

3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. Inefficient workflows and processes arise with fragmented operations, where communication channels and data management platforms don’t speak with each other.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Calltools

APRIL 3, 2024

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. They can also help your contact center process more calls.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Interactions

JANUARY 26, 2023

Humans remain the number one driver of the need for compliance and data breaches today, demonstrating that security is no longer just a technical challenge but a human one as well. IBM ) On average, 5% of contact center agents intentionally participate in some form of insider fraud. million. (

Contact Center 62

Contact Center Customer Experience 62

Hodusoft

OCTOBER 4, 2023

Compliance and risk mitigation: Properly managed communication can help ensure compliance with industry regulations and data protection laws, reducing the risk of costly legal issues or fines. Cloud-based contact centers reduced their IT personnel costs by 15 percent.

voip 105

voip Real estate Abandon rate Analytics 105

SharpenCX

AUGUST 25, 2021

Whether you’re new to the contact center world or you’ve been here for decades, there’s something we can all agree on: the acronyms are aplenty. From FCR to AHT and UCaaS to CCaaS, contact centers practically have an entire language of their own. CCaaS stands for Contact Center as a Service. What is CCaaS?

Customer Service 128

Customer Service Technical Support Contact Center Coaching 128

Quality Contact Solutions

AUGUST 20, 2021

Quality Contact Solutions, Inc (QCS), a leading outsource call center and telemarketing company, today announced that it is now officially SOC 2 Type 1 and HIPAA certified. At QCS, our priority has always been to protect our clients’ data and implement the highest security and privacy measures available. A-LIGN????.

Call Center 98

Call Center Telemarketing outsourcing B2C 98

Balto

SEPTEMBER 18, 2023

Real-time agent assist software has provided contact center teams with an innovative, data-driven AI-powered solution that instantly guides agents during live calls, ensuring the best outcomes for your customers. Real-time agent assist is a software solution that supports contact center agents during live calls.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Hodusoft

DECEMBER 21, 2023

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.

call center software 64

call center software Banking Call Center First call resolution 64

NobelBiz

NOVEMBER 20, 2023

By consolidating calls, voicemails, and recordings within a unified platform, it simplifies organizational efficiency. This includes advanced capabilities like built-in IVR tools, versatile routing options, and effective compliance tools, among others.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Interactions

JANUARY 23, 2023

Credit card security? Especially for any contact center that accepts payments over the phone. In order to protect sensitive customer data and maintain trust, these organizations must comply with the Payment Card Industry Data Security Standard (PCI-DSS), which includes strict standards for storing and handling credit card data.

Contact Center 62

Contact Center Personalization Customer Experience 62

SharpenCX

OCTOBER 4, 2022

If you’re searching for an alternative solution, SharpenCX is the best platform for Avaya customers’ CCaaS/UCaaS/Telco needs. You have loads of valuable contact center data, and your platform should support you by making it easy to take action on that data. Robust call centers need reliable service uptime.

Telecommunications 67

Telecommunications Airlines Enterprise Contact Center 67

Hodusoft

NOVEMBER 22, 2023

Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. One such tool is omnichannel contact center software. In this blog post, we will delve into the role of omnichannel contact center software in increasing the ROI of BPOs.

Contact center software 52

Contact center software Contact Center contact center solutions outsourcing 52

Fonolo

MAY 13, 2021

Call centers have a reputation as a ‘money pit’ for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. The ROI of Call-Backs for Your Call Center. The ROI of Call-Backs for Your Call Center. Need we say more? TELCO costs.

Call Center 129

Call Center Contact Center outsourcing CRM 129

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Talkdesk

OCTOBER 14, 2020

Similarly to 40 years ago , major banks, finance companies and collection agencies are muscling up call centers to respond to the arrears crisis for credit cards, auto loans, student loans and other forms of debt. Now is the time for banks to transition to a more flexible platform offered by cloud solutions.

Banking 105

Banking Finance APIs Healthcare 105

Outsource Consultants

JANUARY 18, 2022

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry? The call center industry continues to evolve to meet current needs, and is thriving.

Call Center 128

Call Center outsourcing Government Marketing 128

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction. Call-backs work with any call center platform.

Technology 136

Technology Abandon rate Interactive Voice Response Call Center 136

Global Response

JANUARY 22, 2024

Maisel expertly working the switchboard in the 1960s or Bob Wiley in What About Bob trying to pull a fast one on Betty, the call center representative, in the 1990s, we can picture the early days of the call center. But as technology advanced, so did the call center. How has globalization affected call center BPO?

Call Center 62

Call Center outsourcing Interactive Voice Response voip 62

CX Global Media

JULY 13, 2017

Small Call Centers Go Big with Speech Analytics. This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. But we’re small.” Eureka Starter is here.

Analytics 185

Analytics Call Center Contact Center contact center solutions 185

JustCall

OCTOBER 22, 2023

As a result, most establishments are investing in healthcare call center software solutions. Roadblocks to Healthcare Call Tracking and Management To truly appreciate the contributions of healthcare call center software, one has to understand the challenges of call tracking and management in the healthcare industry.

call center software 52

call center software Healthcare Call Center Interactive Voice Response 52

SharpenCX

NOVEMBER 10, 2021

It’s a daunting task to find new cloud technology for a contact center. You need to ask the right questions and gather supporting info to commit to a new cloud contact center system. . >> Download Now: 101 questions to ask on your contact center RFP. How reliable and secure is the service?

Cloud contact 128

Cloud contact Contact Center Technology Accountability 128

NobelBiz

OCTOBER 9, 2023

In the dynamic and ever-evolving world of call center management, owners and operations managers face a myriad of challenges that demand their attention and expertise. Today we’ll delve deep into the pain points that frequently plague call center executives.

Call Center 52

Call Center Management Contact Center Contact center software 52

Callminer

OCTOBER 11, 2018

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 provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”. Kaye Chapman @kayejchapman.

Call Center 561

Call Center Metrics Contact Center Wait times 561

JustCall

AUGUST 16, 2021

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. CCaaS platforms remove the need for multiple tools for creating multiple customer touchpoints. So, let's find out everything about CCaaS platforms.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

CX Global Media

MARCH 27, 2018

For many organizations with prominent contact center operations their percentage of data that is locked-up and invisible is even higher. This has been a decades old problem for contact centers. Your biggest source of insight data is not visible. The problem. Executives Won’t Act on 1%. So, what – you might ask?

Customer effort 200

Customer effort Contact Center Call Center contact center solutions 200

SharpenCX

NOVEMBER 4, 2021

Business Wire reports that with more remote work nearly 80% of IT security leaders lack confidence in their companies’ protections against cyberattacks. As we navigate increased security risks, call centers must invest in high-quality call center software and data protection. Spend More on Virus Protection Software.

Call Center 128

Call Center call center software Interactive Voice Response Analytics 128

TeleDirect

APRIL 6, 2022

Why Your Healthcare Organization Should Use Call Centers | Patient-First Customer Service | Compliant, Secure Data | Discover TeleDirect’s Business Process Outsourcing Solutions Today. Why do companies use call centers? And more specifically, who do companies use outsourced call centers? Patient retention.

Healthcare 62

Healthcare Call Center Business Process Outsourcing outsourcing 62

VirtualPBX

APRIL 2, 2024

No matter if your team operates from a traditional office, works remotely, or thrives in a hybrid model, you need a contact center solution that’s as dynamic and adaptable as your business itself. Enter VirtualPBX Contact Center , a game-changing solution meticulously crafted to cater to the myriad demands of modern enterprises.

contact center solutions 52

contact center solutions Contact Center CRM Analytics 52

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. A reliable infrastructure enables scalability and flexibility, allowing call centers to adapt to changing business needs and customer demands.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Outsource Consultants

NOVEMBER 29, 2021

Are remote call center agents a part of your future plans? In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. Call Center Trends for Remote Work in 2022. Remote work has quickly become a preference (and often requisite) for call center agents.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

CSM Magazine

JANUARY 12, 2024

Contact center agents represent the face of their organization to customers. When they can’t meet the standard of quality that customers and contact center leaders expect CSAT scores plummet, customer and agent churn increases, and organizations can quickly fall out of compliance with SLA requirements and industry regulations.

Contact Center 52

Contact Center Enterprise APIs Management 52