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). They focused on the largest two fine areas: 1) when agents did not state the MINI-MIRANDA DISCLOSURE when talking to a Right Party Contact (RPC), and 2) when agents failed to notate in the Customer Relationship Management (CRM) system when a customer requested they “cease and desist” future calls.

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

Callminer

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. They compare to what they have instead of business goals. discover_crm.

Call Recording for BPOs

OrecX

The business process outsourcing (BPO) market is very unique in that everything an outsourcer does is for the benefit of its clients. Full, open interoperability with other systems - CRM, speech analytics, etc.

WFO’s Journey into the Future

DMG Consulting

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. WFO applications are now available from a variety of vendor categories, including the WFO suite vendors, stand-alone vendors, contact center infrastructure providers, consulting firms and business process outsourcers (BPOs).

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.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

A significant challenge for this market is that there are vendors from many categories vying for sales opportunities, including purpose-built solution providers; on-premises solution providers that sell cloud capabilities; hosted interactive voice response providers; carrier/network service providers; business process outsourcers; system integrators; cloud-based private branch exchange providers; contact center platform providers; and more.