quality management

What is Quality Management Analytics?

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You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate […]

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gdpr

Final Countdown to GDPR Compliance – Is Your Contact Center Ready?

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The General Data Protection Regulation (GDPR) becomes effective on May 25, 2018. For many companies, this means procedural changes as well as changes to contracts and new product features to comply with various requirements of the GDPR. NICE inContact is no different and over the past year we have been reviewing our internal processes and […]

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gdpr

GDPR Regulations and Your Contact Center – Are You Ready?

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The General Data Protection Regulation (GDPR) has been called the most important change in data privacy in years. The GDPR replaces existing privacy regulations and becomes effective in May 2018 across the European Union (EU). It will impact each company differently, but will affect contact centers that collect or process personal data of EU residents. […]

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Focus on Security and Infrastructure – From NICE inContact’s CISO

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With the increased profile of information security and compliance in recent months, NICE inContact has taken an even more vigilant stance than ever on protecting our infrastructure and our customer’s accounts. As the Chief Information Security Officer of the company, my role focuses on developing and maintaining an envelope of security over all our services […]

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call center compliance

Choppy Waters of Marketing Compliance

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The marketing compliance waters for companies that sell via telephone have always been known to be choppy. But one fitness chain found itself in a bit of a storm when it started leaving pre-recorded voicemails to customers without permission. Last week, a New Jersey federal judge threw out a lawsuit against the chain when he […]

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FTC Provides Staff Comment on FCC Proposal to Amend its Regulations On Use of Robocalls to Collect Debts Owed to or Guaranteed by Federal Government

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The FTC recently submitted a staff comment to the FCC regarding proposed amendments to FCC regulations limiting robocalls to consumers. The amendments raise concerns for consumer protection among FTC staffers, implementing new changes in laws allowing robocalls to collect debt owed to the federal government without a consumer’s prior consent. The FTC comment advises the […]

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PCI Data Security Standards

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The Payment Card Industry (PCI) Data Security Standards have gained significant attention in the call center market. In this section of the whitepaper we will discuss what those standards are, how they affect recording applications, and what you can do to help ensure your recording system operates in respect of those standards. We have researched this […]

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Why Contact Centers Shouldn’t Record Calls (Part 2)

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In part one of this series, we explored reasons to record your calls. This included quality management and various industry regulation. In part two of this series will explore reasons not to record your calls, specifically state laws regarding two-party notification. We will also discuss ways to keep your recorder compliant. State Recording Laws Recent […]

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