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Ensure adherence to call center regulations with speech analytics

Tethr

Ensuring compliance to the long list of call center regulations out there can be challenging for many call centers, particularly for Business Process Outsourcers (BPOs). The costly consequences for non-compliance makes regulation adherence a big priority for most large call centers and a common use case for the TETHR PLATFORM. Inadvertent repeat calls to people who requested a “cease and desist” dropped to nearly 0.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. discover_crm.

Call Centers Go Mobile to Satisfy Higher Customer Service Expectations

CSM Magazine

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. These business models need to be revisited.

WFO’s Journey into the Future

DMG

The contact center workforce optimization (WFO) market is in transition. Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. billion, as of December 31, 2016, of which the contact center is responsible for $1.6 Newsletter Call Center Contact Center Customer Service

Cloud Solutions Are Rising in the Contact Center

DMG

Cloud Solutions Are Rising in the Contact Center. The future of contact center applications is in the cloud, as chief information officers (CIOs) and business leaders are in agreement and on board with the benefits of adopting this model for contact center infrastructure and other contact center systems. The number of cloud-based contact center infrastructure seats increased by 20.9 Cloud-Based PBX Vendors Take On the Contact Center.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG

Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success. Enterprise business and IT leaders are struggling to find the right cloud-based solutions for their operations.