How Healthcare Contact Centers Can Adopt Voice Analytics Solutions (Without Violating Compliance)
By Tatiana Poly on July 3, 2023 at 12:23 PM
-1.png)
While adopting a Voice Analytics solution can improve agent performances and business operations, contact centers in highly regulated industries such as healthcare must ensure that any solution they adopt adheres to strict compliance regulations, lest they want to pay severe fines.
Ensuring HIPAA-Compliance In Contact Centers
By Tatiana Poly on June 30, 2023 at 3:19 PM
.png)
Disclaimer: The information provided on this website is not, and is not intended to, constitute legal advice. This article is for general informational purposes only. Contact centers have to follow compliance regulations to protect their customers’ data and avoid serious consequences, …
What Does The CCPA’s CPRA Amendment Mean For Contact Centers?
By Tatiana Poly on June 2, 2023 at 8:18 AM
.png)
The California Consumer Privacy Act (CCPA) was recently amended to include the California Privacy Rights Act (CPRA). What does this mean for contact centers that do business in California?
CallMiner, Verint®, & NICE: Top 3 Voice Analytics Solutions To Consider
By Tatiana Poly on June 1, 2023 at 10:31 AM
.png)
Every Voice Analytics solution will analyze your call data for data-driven insights, so what makes one Voice Analytics solution "better" than another?
How Much Could Noncompliance Cost Your Contact Center?
By Tatiana Poly on May 23, 2023 at 1:26 PM
.png)
Considering that 83% of companies have already experienced more than one data breach, it is more than likely that your contact center is next. In fact, cybercriminals often target contact centers first.
Conversation Intelligence vs. Voice Analytics And More: What Is Best For You?
By Tatiana Poly on May 19, 2023 at 8:59 AM
.png)
When looking for ways to upgrade your contact center, you face an onslaught of industry jargon. Do you need a Conversation Intelligence or Conversation Analytics platform? If you wanted to analyze your call data, should you look for a Speech or Voice Analytics solution? As new contact …
Understanding PCI-DSS for Contact Centers: Compliant vs. Compliance
By Tatiana Poly on April 11, 2023 at 2:19 PM
.png)
Disclaimer: The materials on this site comprise of MiaRec's views; they do not constitute legal or other professional advice.
Using Contact Center Intelligence to Detect Customer Disappointment
By Tatiana Poly on April 4, 2023 at 1:08 PM
It's no secret that customer disappointment can have a severe impact on your bottom line. Research shows that it can be up to 25 times more expensive to invest in new customers than to retain existing ones (Invesp). After just one bad experience, around 80% of consumers say they would …
The ROI On Automated Quality Management For Contact Centers [Free Calculator]
By Tatiana Poly on March 31, 2023 at 9:39 PM
Isn’t it exhausting spending hours each week listening to your agents’ calls and manually grading their performance? With each call lasting up to 30 minutes to an hour, how are you meant to evaluate every call and get the full picture of what’s going on in your contact center? Most co …
What Are The Best Contact Center as a Service (CCaaS) Solutions For Your Contact Center?
By Tatiana Poly on March 23, 2023 at 10:39 AM
As our contact center customers migrate to Cloud, many of them have asked for our opinions on which CCaaS solution they should adopt. That’s why we’ve gathered our expertise to provide you with a list of the top 6 CCaaS solutions in the market, their price points, use cases, and sugge …