Global Response

OCTOBER 17, 2023

In this article, we’ll compare the benefits and vulnerabilities of both onshore and offshore models, and show you how to ensure data security no matter where you’re outsourcing. Let’s take a look at how to protect vulnerabilities present in each model. Bad news first: data breaches are costly, and they’re becoming more and more common.

Call Center 62

Call Center outsourcing Technology Finance 62

JustCall

AUGUST 23, 2023

But with the modern customers being so discerning, and well-informed, and just a click away from competitors, how can businesses ensure they consistently deliver top-notch service? The answer lies in conducting an in-depth audit of your customer support machinery. Firstly, how good is your customer experience built out to be.

Customer Service 52

Customer Service Average Handle Time Feedback First call resolution 52

Global Response

FEBRUARY 28, 2024

Let’s explore healthcare BPO services and how your organization can effectively utilize them. Outsourcing clinical services enhances the quality of care, ensures compliance, and supports healthcare providers in delivering efficient medical services. It’s a win-win. What are healthcare BPO services?

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

Quality Contact Solutions

JULY 7, 2021

If the answer is anything but yes, let’s talk about why you should care about SOC 2 compliance. The audit focuses on the internal controls that organizations have in place to govern its clients’ services. SOC 2 Compliance. What is SOC 2? The Trust Services Criteria. A SOC 2 is an attestation report.

Government 98

Government Telemarketing Accountability Management 98

Global Response

JANUARY 31, 2024

Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. You’ve decided to outsource customer service to a third-party provider. Now you just have to choose which one—and where.

Call Center 62

Call Center Telemarketing Government Healthcare 62

CCNG

SEPTEMBER 27, 2023

In constant flux, the current business landscape seems to be rapidly evolving. Different ideas are constantly emerging as the new go-to strategy. Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. That customer will then try to contact the company by phone.

Management 195

Management Average Handle Time Self service First call resolution 195

Global Response

OCTOBER 6, 2023

At its core, BPO consultants will help audit your processes and existing systems in order to improve efficiency, productivity and operations. How exactly can BPO consultants drive business growth for your company? Want to grow your business sustainably and propel your business forward? That couldn’t be further from the truth.

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62

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. Relevant compliance standards help call centers maintain a positive reputation, earn customers’ trust, ensure business continuity, and avoid fines and penalties.

Call Center 52

Call Center Interactive Voice Response Telemarketing Contact Center 52

Global Response

FEBRUARY 26, 2024

Let’s explore the ins and outs of medical call centers, how they can benefit your practice, and offer some tips for success. Compliance with regulations : Medical call centers must comply with regulations governing healthcare, data protection, and patient rights. That’s why medical call centers are such powerful resources.

Best practices 62

Best practices Call Center Healthcare Education 62

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). Methods for Ensuring PCI Call Recording & Transcription Compliance. PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud.

Best practices 159

Best practices Call Center Banking Contact Center 159

AWS Machine Learning

NOVEMBER 16, 2023

With SageMaker MLOps tools, teams can easily train, test, troubleshoot, deploy, and govern ML models at scale to boost productivity of data scientists and ML engineers while maintaining model performance in production. This is a joint blog with AWS and Philips.

Healthcare 89

Healthcare Government Engineering APIs 89

Global Response

JANUARY 31, 2024

Since the pandemic, the option to work remotely—or at least hybrid—has become an increasingly common expectation among employees. And it makes sense: Remote work is known to reduce employee stress, boost productivity, and produce higher job satisfaction. But it also means employees are now scattered all over the world.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Fonolo

MAY 13, 2021

Instead, focus on how these problem areas affect your service as a whole and find a way to make them more efficient. Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses. But achieving a strong ROI is easier said than done.

Call Center 129

Call Center Contact Center outsourcing CRM 129

NobelBiz

MARCH 14, 2023

Therefore, compliance is critical to maintain a healthy and sustainable business. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. For debt collection agencies, following compliance is of very crucial essence.

Contact Center 52

Contact Center Scripts Call Center Government 52

AWS Machine Learning

FEBRUARY 13, 2024

In this post, we discuss the why and how of a centralized feature store with cross-account access. We show how to set it up and run a sample demonstration, as well as the benefits you can get by using this new capability in your organization. Features are inputs to ML models used during training and inference.

Accountability 105

Accountability Government Engineering Scripts 105

Global Response

OCTOBER 28, 2022

But compliance is often a moving target. To maintain compliance and avoid putting your brand at risk, organizations have to understand the ever-changing regulatory environment and monitor changes closely. What Is Regulatory Compliance? PCI Compliance. SOC 2 Compliance. Why is Regulatory Compliance Important?

Government 62

Government Education Call Center Best practices 62

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Accountability 52

Accountability CRM APIs Benchmark 52

ChurnZero

NOVEMBER 5, 2021

You purchased your Customer Success software with expectations of how it would perform and how your team would use it. However, if you want to ensure your Customer Success software keeps working for you, and not against you, it’s a worthwhile exercise to evaluate its performance. New problems surface. Strategies shift.

Accountability 52

Accountability CRM APIs Benchmark 52

Hodusoft

JULY 19, 2023

Benefits of using inbound call center software for businesses How inbound call center software differs from outbound call center software Features of inbound call center software How to choose the right inbound call center software? In this blog, we will explore everything related to inbound call center software.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

OctopusTech

DECEMBER 21, 2023

We’ll delve into the key aspects of how outsourcing your call center could transform your company in this blog post. Here’s how: Specialized Expertise: Outsourced call centers are staffed with skilled professionals who specialize in customer support.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

TechSee

JULY 17, 2023

Now let’s explore how to manage these costs better. Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. However, the implementation of LLMs also presents its fair share of challenges. Instead, you can train, prompt, and fine-tune an LLM to direct the AI toward the correct answer.

Best practices 109

Best practices Customer centricity Chatbots Education 109

CX Global Media

JULY 13, 2017

In the speech analytics world that meant that skilled humans had to teach speech analytics what to listen for and how to code it. The playback interface allows you to navigate calls to aid in quality or for other auditing purposes. Well ‘small’ is not a barrier for speech analytics in contact centers anymore. Eureka Starter is here.

Analytics 185

Analytics Call Center Contact Center contact center solutions 185

JustCall

JANUARY 5, 2023

Moreover, speech analytics solutions differ from voice recognition as the latter is just concerned with speech transcription whereas the former also delivers emotional analysis and performance insights. Businesses can also provide customized training to specific agents and keep an audit trail of calls, interventions, and other actions.

Analytics 52

Analytics Coaching Call Center APIs 52

ConvergeOne

JUNE 21, 2022

How was the “right agent” trained? Many industries have compliance needs with call-recording requirements, so the journey to WEM usually begins with call/contact recording and screen capture. The most common recording requirements are associated with compliance and risk mitigation. Why was the call routed to that employee?

Management 66

Management Contact Center Coaching Analytics 66

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. Yet, with limited time and resources, it is challenging for businesses to achieve excellent customer care.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

VirtualPBX

JANUARY 23, 2024

Cybersecurity in a Call Center In order to understand how to train your staff, you need to recognise some of the most common threats: Data breaches. Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk.

Call Center 98

Call Center Engineering Education Best practices 98

Global Response

JANUARY 22, 2024

Across all industries, outsourcing continues to help businesses save money, streamline processes, and gain a competitive advantage. Sectors like IT, healthcare, finance, and HR lead the way in outsourcing. And it’s not just large companies: In 2023, 90% of small businesses across industries planned to outsource.

outsourcing 62

outsourcing Healthcare Best practices Business Process Outsourcing 62

Quality Contact Solutions

SEPTEMBER 14, 2022

How to Continuously Improve? Come prepared with specific questions that you can ask in order to better understand the program and how it currently is running. Come prepared with specific questions that you can ask in order to better understand the program and how it currently is running. But does the work stop there?

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

Taylor Reach Group

APRIL 8, 2021

The question, then, becomes “ How much efficiency are we willing to forego to achieve desired resolution? And the winner is …. Anyone that has ever worked in a contact center, knows the importance of efficiency. In fact, contact centers were created to provide efficiency and reduce costs. But is that the whole picture? But do they?

Coaching 112

Coaching Contact Center Average Handle Time Wait times 112

Revation Systems

MAY 31, 2019

From connecting with friends and family more easily (no matter the distance) to revolutionizing how businesses interact with customers, digital transformation has significantly altered the ways that we communicate with one another. Why Does a HIPAA Audit Matter? Costs Associated with a HIPAA Audit.

Healthcare 48

Healthcare industry standards Technology Accountability 48

Dialer 360

DECEMBER 5, 2022

The complexity of TCPA compliance and the increasingly strict CMS standards mean that maintaining compliant outreach must be top-of-mind for professionals selling Medicare and health insurance throughout the year. The Annual Enrollment Period is not the only time agents should be considering Medicare Compliance. What is Compliance.

Sales 26

Sales Marketing Outbound sales Scripts 26

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? It can further assist supervisors with AI Coaching and sentiment analysis to generate intelligent insights and reporting at scale, ultimately creating high-performing agents and improving the customer experience (CX). Or is the opposite true?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. That’s why it can pay to use a customer service vendor management expert. The challenges are many. Then there’s the issue of expertise.

outsourcing 105

outsourcing Management Customer Service Contact Center 105

Blueship Call Center

SEPTEMBER 26, 2023

Learn how the approach, which offers 24/7 assistance, multilingual capabilities, and more, helps to better service quality. The call center sector has seen a significant transition in the commercial world. Call centers began as internal divisions devoted to sales and customer service. Cost effectiveness is what sticks out most.

outsourcing 70

outsourcing Call Center Calibration Contact Center 70

Comm100

JUNE 23, 2022

Security & compliance . Comm100’s complete security compliance is one reason why many universities and colleges choose to use its live chat software. Comm100 has data centers located in the US, Canada, and Europe for auditing compliance with the highest range of certifications.

Chatbots 78

Chatbots Education Wait times CRM 78

Comm100

APRIL 17, 2023

To follow these rules, HIPAA-compliant messaging software leverages a number of technical and administrative measures, including encryption, access controls, two-factor authentication, and audit logs. How is Comm100 HIPAA compliant? Failure to do so can lead to serious monetary and reputational implications. million per year.

Healthcare 52

Healthcare Chatbots Management Accountability 52

Quality Contact Solutions

JULY 31, 2020

Scenario #1 : In a busy automotive service center, the technicians must answer the phone amid doing oil changes, performing brake checks, and other services as needed. Additionally, the team can perform survey work by reaching out to those customers who recently had a service performed. Start a Conversation.

Telemarketing 98

Telemarketing Automotive B2B Healthcare 98