Telephone Consumer Protection Act (TCPA) Guide for Contact Centers
Recent changes in outbound dialing legislation and consumer protection regulations, specifically changes to the Telephone Consumer Protection Act (TCPA), have the outbound dialing sector scrambling.
Using Analytics to Improve Business Outcomes
In today's business environment, radically altered by new business models and channels of communication, customer loyalty is key to business success.
Reduce Churn and Increase Customer Satisfaction with Speech
According to Gartner, a 5% improvement in customer retention can increase business profits anywhere from 25% to 125%.
Achieving Immediate Wins in Contact Center Efficiency and Customer Experience
A successful speech analytics deployment doesn't end with selecting the right piece of software. Ensuring organizational buy in and building trust in the tool are major factors in realizing quick returns on investment.
Driving Service Excellence and Increased Revenue in the Contact Center
Today, it has become standard practice for companies to record all customer conversations that take place in their contact centers.
Reduce CFPB Compliance Risk and Improve Collections with Speech Analytics
Collections contact centers and Accounts Receivables Management (ARM) firms face a constant challenge: being able to maximize payments while staying compliant and up to date with new rules and regulations.
Why Real-Time Monitoring Is So Important in the Contact Center
Knowing exactly what is going on in your contact center, what transpires between your customers and agents during the call, and how well your agents adhere to compliance and quality guidelines is critical to long-term success.
3 Tips for Making Sure Your Contact Center Delivers the Best Possible Customer Service
Your contact center, like any other customer-facing employee group, is responsible for upholding the customer experience.
Don't Pigeon-Hole Your Contact Center Metrics!
Contact centers can have huge operating costs once you factor in payroll (and the costs associated with a high agent turnover rate), technology costs, facility costs, operating fees, equipment, and more.