Call Center Data Security in the New World of WFH
The way call centers handle their data is crucial, and now that many around the globe will have to rapidly switch to a telecommuting model, they are faced with a whole new set of challenges.
How to Regulate Compliance with Speech Analytics
As access to sensitive consumer information proliferates, so does the number of attempts to compromise this data.
Missing Insights? Voice Data Health and the Contact Center
If your company has a contact center, it’s likely that standard KPIs like agent performance and call times are metrics being tracked.
11 Ways to Leverage Speech Analytics for Marketing
Tracking your digital ads are difficult if you have no way to tell which ads drove calls and resulted in sales.
Why PCI Redaction Matters: Creating a Queryable Database of Customer Insight
It doesn’t matter if you’re running a multibillion dollar giant like Equifax or a small mom-and-pop shop—data security breaches can happen to anyone. If you are accepting credit cards as a form of payment or collecting any other type of personal information, you have taken on the burden of protecting that information for your customer.
7 Reasons Why Companies Should Consider Amazon Connect For Their Cloud Contact Center
Because of this huge market opportunity, companies you may not expect are entering the market. The latest big entrant is Amazon Web Services. When they could not find a suitable contact center for their own internal requirements, they decided to build one themselves.