The current legal landscape for call recording consists of
numerous state and federal laws, along with industry mandates.
These rules and regulations have been written primarily to protect
individual rights to privacy and to protect individuals and
businesses from fraud and abuse.
It is useful for contact center managers, among others, to have a
common resource that offers useful guidance on best practices
necessary to achieve and maintain both compliance and verification.
“Call
Recording and...
The following are some more information on the vendors who
attended the IQPC event.
Analytics
For companies frustrated with isolated or disparate data sources,
360'CRM's latest advances in its InSight data
analytics tool provides new levels of actionable information for
the Call Center or Channel Management practitioner. InSight
not only automatically draws call center performance data in to a
common, universally comparable dashboard and report analytics
library, it also integrates internal...
The staff of CRMXchange was present at the IQPC Las Vegas Call Center Week. IQPC did a commendable job with the content and speakers in the event. The exhibit hours were long, running close to 11 hours on day one, but the vendors were pleased with the amount of interest that people showed in their products and services.
We traveled the exhibit hall. Below are some vendor highlights.
Analytics
Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology and supported...
continue reading this post »From June through September Opus Research mounted a Web-based
survey to gain insights into the deployment plans and levels of
interest in a variety of channels and networks for customer care
and marketing efforts. Here are the top line findings:
• Transformational times in the Contact Center – Contact center personnel are increasingly engaged in multi-modal, multi-channel and social interactions.
• Monitoring and call recording are high profile – In response to questions about technology in...continue reading this post »
• Transformational times in the Contact Center – Contact center personnel are increasingly engaged in multi-modal, multi-channel and social interactions.
• Monitoring and call recording are high profile – In response to questions about technology in...continue reading this post »
The horror stories of security breaches where millions of
consumers have had their personal information exposed are all too
familiar, TJX is probably the most infamous. Since its initial
release in 2008, the Payment Card Industry Data Security Standard
(PCI DSS) has become a sort of ‘gold-standard’ for the protection
of consumer information. In fact, some states have even written
parts of the standard, or compliance with it, into law. A trend
that is likely to continue.
A recent update to the PCI...
continue reading this post »after nearly three decades, the contact center quality management
(QM)/liability recording (also known as workforce optimization
(WFO)) market continues to evolve and progress at a surprisingly
rapid pace.
While many consider QM and recording solutions to be commodities, the 2010 – 2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report reveals quite the opposite. The core concepts of QM, recording and WFO have certainly become standardized, a clear benefit...continue reading this post »
While many consider QM and recording solutions to be commodities, the 2010 – 2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report reveals quite the opposite. The core concepts of QM, recording and WFO have certainly become standardized, a clear benefit...continue reading this post »
If your business or organization accepts payment cards, it is in
your best interest to become compliant with PCI-DSS. In addition to
the standards, there are many other actions you can take to help
prevent breaches of sensitive card and personal information.
Below are just a few best practices. More best practices are
found in a complimentary document from VPI CallCenter Recording
Guide to PCI-DSS Compliance.
1. Work with your information technology department before implementing contact...continue reading this post »
1. Work with your information technology department before implementing contact...continue reading this post »
Identity theft was the
number one source of consumer complaints to the Federal Trade
Commission (FTC) in 2007. Estimates by private market research
firms peg the incidence of identity theft as high as 15 million
consumers. The most common form of identity theft, according to the
FTC, is the misuse of credit and debit card accounts. Approximately
3.4 million adults can expect to have their payment card data
compromised every year. While for most consumers the impact is
modest, according to the...continue reading this post »According to the white Enkata white paper Analytics Is Transforming Quality Assessment and Monitoring , typically the core of a company’s quality monitoring process involves listening to a very small number (sometimes less than five percent) of randomly selected call recordings and using a single form to score the agent’s performance. In some more mature companies, this process is supplemented with feedback manually gathered from completed customer survey forms. Given the nature of...continue reading this post »
Quality management has stood as a cornerstone of contact center performance management for many years, and for good reason. It focuses on the interactions between agents and customers; those little moments of truth where customer satisfaction hangs in the balance. For the most part, quality management hasn’t changed much through the years. The advent and rapid adoption of analytics technologies in the contact center is about to change that.
A new white paper from Ventana Research explores...
continue reading this post »The joint Speechtek/CRM Evolution conference offered attendees ideas, strategies, and technologies to help streamline business processes, improve customer satisfaction levels, and increase profitability. Below is a review of just a few of the organizations we met with at the conference.
West Interactive has been very busy this year with the acquisition of Holly Connects, a voice platform, and TuVox, an IVR hosting and managed services company. The acquisitions round out West’s ability to...continue reading this post »
In a challenging economic environment, holding on to existing
customers is as important as attracting new ones. While it’s
recognized that First Call Resolution (FCR) is a top driver of
customer satisfac¬tion, actual usage of this metric is surprisingly
low, according to the folks at CallCopy.
A new eBook from CallCopy explores the reasons why contact centers should implement FCR as an essential key performance indicator (KPI), discusses some of the challenges associated with definition...continue reading this post »
A new eBook from CallCopy explores the reasons why contact centers should implement FCR as an essential key performance indicator (KPI), discusses some of the challenges associated with definition...continue reading this post »
Retaining and growing a base of satisfied customers is the name of the game. In today’s global internet-based marketplace, customers have very high expectations and can find their next vendor with just a few mouse clicks. The challenge for modern contact center managers and supervisors is in determining how to identify customer satisfaction deficiencies and provide agent targeted coaching to improve on those deficiencies.
There are a number of best practices that should be deployed to maximize...
continue reading this post »Protecting confidential customer data is a complex process. Chances
are your contact center records calls – for quality, for proof of
payment, or possibly for compliance purposes. One key question that
continues to take center stage is: how do you uphold the integrity
of those recorded interactions, while still maintaining customer
security and following business regulations?
There are both the positive effects and the challenges that contact center managers are experiencing as they work to...continue reading this post »
There are both the positive effects and the challenges that contact center managers are experiencing as they work to...continue reading this post »
Companies invest time, money and effort to build brands and implement quality standards with one goal in mind: to enhance the customer experience and t drive customer acquisition and retention. But when you hire a partner, you give up a measure of control over your brand and service.
In an ideal world, your partner’s performance goals and strategies would be perfectly aligned with your own. The reality, however, is that your partners have their own financial goals and operational challenges....
continue reading this post »Second in a two-part series
Yesterday we looked at the Payment Card Security Council and the
Payment Card Industry Data Security Standard which were established
to protect the credit card user. Today we look specifically
at the standard and the requirements it places on contact
centers.
DMG Consulting LLC is a leading provider of market research and
consulting services for contact centers. The 2009 – 2010 Quality
Management/Liability Recording Product and Market Report is the
definitive guide to...
How to Purchase Durable Call Center Cubicles
There are many considerations when purchasing call center furniture, in particular cubicles, which range from design, space utilization, ergonomics, durability, and warranty. The call center space needs to be warm and inviting, ergonomically friendly, and designed to last.
Specifically, durability is important because call center agents handle a steady stream of incoming phone calls and emails, meaning that they rarely have a chance to step away from...
continue reading this post »The complexity of managing the customer experience has grown exponentially since the Netscape browser became available to all users in 1994. With the internet, everything is connected and interacting with your brand and is simply a browser click away. Today, customer interaction can take place through a web browser, retail store, contact center and even through social media. As a result, capturing and sharing customer interaction data has never been easier the hard part is figuring out where to...
continue reading this post »Agent Call Center Performance Optimization tools are a set of applications that seek to increase agent effectiveness, reduce workforce costs and improve service levels. These tools allow contact center managers to plan schedules, forecast agent requirements, measure agent performance, analyze results and improve outcomes.
Call Recording/Logging and Quality Monitoring (QM) software allows users to record, retrieve, analyze and improve agent/customer interactions. These recordings are...
continue reading this post »According to Udi Ziv, President, Enterprise Product Group, NICE Systems, user buying criteria (what users are looking for) changed over the past few years? If so, how?
Over the last few years we have seen a shift in buying priorities due to three key drivers:
• Data center consolidation – in a recent Ventana Research study, participants expressed that economy of scale opportunities for larger multi-site operations are being considered as they are migrating to VoIP, increasing home-based agents...
continue reading this post »
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