Compliance Tracking

Archive for Compliance Tracking

Risk Management and Compliance with Speech Analytics

In today’s contact center, risk management and compliance are not just best practices Certain laws and governing bodies regulate how call centers handle sensitive data Because non-compliant agents are a costly risk, both through unsatisfied customers and monetary penalties, monitoring calls is[...]

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Managing Contact Center Agents During COVID-19

Last week, we discussed how the COVID-19 pandemic has impacted the customer experience, and we briefly addressed its effect on contact centers In this article, we take a closer look at how contact center agents are adjusting to meet customer expectations More specifically, we will discuss how to[...]

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PCI Compliance vs. CPNI/FCC Regulations

When investigating which speech analytics solution is the best fit for their needs, prospects often inquire about PCI compliance In order to be PCI compliant, an organization that processes, stores, or transmits credit card information must meet a set of requirements put forth by the Payment Card[...]

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