How Speech Analytics Can Reduce Costs & Improve Contact Center Efficiency (Case Study Examples)

Fact: Contact centers are set up to handle all customer communications (inquiries, complaints, etc.) and have a direct influence on the customer experience. Fact: Contact centers can also be huge cost centers. “It’s unfortunate, but [many companies view] contact centers as the redheaded child,” says Ross Haskell, senior director of products at LogMeIn’s BoldChat Products, […]

Read More

Compliance Analytics: Effectively Gathering and Making Use of Compliance Related Data

What kind of story is your data saying about your organization? Ask yourself the following questions: How are you currently measuring and reporting on complaint data? Do you have the ability to demonstrate trends by month, quarter, response time, or complaint category? What is your monthly failure rating for collector calls? How are you effectively […]

Read More

Speech Analytics for Collections: Why Is It Important?

According to WebRecon statistics, 3,336 consumers filed Consumer Financial Protection Bureau (CFPB) complaints against debt collectors in June 2014. An additional 1,081 consumers filed lawsuits under consumer statutes, including 806 Fair Debt Collection Practices Act (FDCPA) lawsuits, 207 Telephone Consumer Protection Act (TCPA) lawsuits, and 169 Fair Credit Reporting Act (FCRA) lawsuits. These statistics reinforce one […]

Read More

Prepare Your Collections Call Center for CFPB Audits with Speech Analytics

In a time when lawsuits, complaints, and CFPB audits are increasing, collections contact centers need to take steps to improve their processes and prove their compliance. Collections contact centers and Accounts Receivables Management (ARM) firms have to maximize payments while still staying compliant and up to date with new rules and regulations, which often proves […]

Read More