Call Center Management and Software

Contact center customer service is an essential component in both customer relationship management and customer experience management. Firms who excel in providing customer service consistently ...Read More

Contact center customer service is an essential component in both customer relationship management and customer experience management. Firms who excel in providing customer service consistently outperform their competitors who lag in this arena. The construction and implementation of an inimitable quality assurance program is necessary to maintaining a high level of performance in contact centers. The best quality assurance programs combine consistency, accurate measurement, and a cycle of continuous feedback.

Explore the steps vital to the creation and execution of an incomparable quality assurance program that will help your company inspire customer loyalty through excellent customer service.

Controlling a machine by simply talking to it was science fiction only a short time ago. Until recently, this area was considered to be artificial intelligence. However, with advances in technology, ...Read More

Controlling a machine by simply talking to it was science fiction only a short time ago. Until recently, this area was considered to be artificial intelligence. However, with advances in technology, Voice User Interfaces (VUI) have become more commonplace, and people are taking advantage of the value that these hands-free, eyes-free interfaces provide in many situations.

Healthcare businesses are rapidly expanding call recording throughout their organizations to improve patient satisfaction and document patient related communications for compliance. Because of ...Read More

Healthcare businesses are rapidly expanding call recording throughout their organizations to improve patient satisfaction and document patient related communications for compliance. Because of increasingly strict federal, state, and industry regulations aimed at protecting sensitive data, an understanding of the required rules and standards and how they relate to call recording is critical. Whether you work at a collection agency or third-party contact center serving the healthcare industry, or at a hospital, pharmacy, insurance company, your organization needs to make compliance a priority.

The purpose of this white paper is to summarize relevant regulations and assist the reader in determining technological solutions and processes to ensure compliance.