Q&A on Best Practices and Guidelines for Purchasing Speech Analytics Webinar

Recently I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics with Colin Taylor, CEO & Chief Chaos Officer of The Taylor Reach Group on guidelines to follow when purchasing speech analytics. Participants learned the importance of a request for proposal (RFP), what to include, the proper way to […]

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50 Debt Revenue Recovery Tips: Developing a Debt Revenue Recovery Strategy, Tools & Technology, and More

There are several reasons for clients and customers to become delinquent in their accounts. Whether clients fail to pay because of poor health, lost employment, or a poor customer service experience, they can fall behind with payments and prevent you from collecting revenue. In fact, billions of dollars are owed to governments, healthcare providers, utility […]

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Are You Ready for GDPR?

Have you heard about the General Data Protection Regulation (GDPR)? If so, you’ve probably realized that it is not just one of many other data protection frameworks or requirements. GDPR is considered to be one of the most significant information security and privacy laws of our time and is the top regulatory focus of 2018, even […]

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GDPR is Just Around the Corner. Are You Ready?

European Union’s (EU) new stance on data protection is impacting call centers across the globe. The General Data Protection Regulation or GDPR was passed in 2017 with a deadline for businesses to be compliant set for May 25, 2018. The goal of the new law is to increase safety for EU citizens when it comes […]

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20 Call Center Pros Reveal the Biggest Things Companies Overlook When It Comes to Call Center Compliance Issues

See How Conns leverages CallMiner to improve their Collections Operations     Read the eBook: How US Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance Call centers are constantly under pressure from regulatory compliance concerns. With a variety of regulations impacting call center operations across many verticals, and those regulations frequently […]

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Auto Finance Debt Collection Tips: Regulations, Outsourcing Collections, Best Practices, and More

 Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue The auto finance industry is booming, so it’s no surprise that auto finance debt collection is big business. In fact, U.S. auto loan debt grew to $1 trillion for the first time in 2015, according to […]

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Join CallMiner at the 2018 TCPA Compliance Summit

  CallMiner will be attending the Contact Center Compliance show the 2018 TCPA Compliance Summit.  Register with early bird pricing today! 2018 TCPA COMPLIANCE SUMMIT THE TCPA LITIGATION EXPLOSION: WHAT YOU NEED TO KNOW + HOW TO PROTECT YOUR BUSINESS HYATT GAINEY RANCH RESORT – SCOTTSDALE, AZ MARCH 13, 2018 8:30AM TO 5PM TCPA COMPLIANCE SUMMIT […]

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The State of Debt Collection 2018: Industry Statistics, Trends, Collection Practices, and More

The debt collection industry has earned its share of ire over the years, but it’s an industry that continues to grow across multiple verticals including auto finance, healthcare, mortgage lending, and many others. As approximately 30 million Americans have at least one debt in collections, the need for debt collection services, whether in-house or third-party […]

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What to Do When Regulators Force You to Get Creative

Post by Frank Sherlock, VP of International Sales Industries that are subject to a regulator’s influence on pricing or operations are often forced to think creatively when it comes to making up any lost revenue due to new regulation. The UK Water industry is facing this dilemma right now as they face a drop in […]

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The 50 Best Debt Collection Blogs

Debt collection is not easy. Agents encounter tricky situations on a daily basis where they must try and bring the call to a successful conclusion and simultaneously behave in a fully compliant manner. Companies need to keep on top of the latest trends in debt collection and provide their agents with the tools they need […]

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Top Debt Collection Conferences and Events: 50 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations, Trends, and Best Practices

Debt collection is an in-the-trenches, no-love industry, which means that debt collections professionals often felt hung out to dry, like they have little support in the business world. But you need support. The debt collection industry is always changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under revision. Tools, […]

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What is the FDCPA Fair Debt Collection Practices Act? Definition, Tips, Best Practices, and Compliance Challenges of the FDCPA

Definition of the Fair Debt Collection Practices Act The Fair Debt Collection Practice Act (FDCPA) is a federal law approved in 1977 that legally protects debtors from abusive, threatening, and unfair debt collections performed by third-party debt collectors. The act applies to what would be considered consumer debts – those debts accrued for personal, family, […]

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What is the Telephone Consumer Protection Act (TCPA)?

A Definition of Telephone Consumer Protection Act The Telephone Consumer Protection Act (TCPA) was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing systems and artificial or prerecorded voice messages. In 1992, the Federal Communications Commission (FCC) adopted rules for implementing TCPA and included a requirement for organizations […]

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What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. The CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure […]

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3 Ways Interaction Analytics Helps Maintain PCI Compliance for Call Centers

In today’s consumer marketplace, e-commerce plays a crucial role.  Statistics show that 40% of worldwide Internet users have bought products or goods online via desktop, mobile, tablet, or other online devices.  This amounts to more than 1 billion online buyers and is projected to continuously grow. What this means is that organizations with e-commerce platforms […]

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How to Maintain Contact Center Compliance [Resource Guide]

In today’s digital age, large-scale data breaches are all too common.  On an almost daily basis, we read about the safety and security of consumer data being compromised as companies fail to protect cardholder sensitive information: credit card and banking information, mailing and email addresses, user names and passwords, and on and on. It doesn’t […]

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Improve Efficiency, Revenue & Regulatory Compliance with Automated Scorecards

CallMiner hosts monthly webinars with the aim of sharing topical, relevant information for the contact center industry – as well as providing best practices and results from multiple organizations and industries that have used customer interaction analytics programs within their own contact center. This month’s webinar, to be held on February 16 at 1:00 PM […]

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TCPA Safe Harbor: What Is It and Why Should You Be Aware of It?

In today’s digital world, maintaining compliance is of critical importance.  Not only can failure to protect consumer privacy result in serious fines and lawsuits for businesses, but it can also lead to a litany of issues on the consumer side (think back a few years to the Target data breach, which compromised the debit and […]

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Hear from the Experts: Real-World Successes with Interaction Analytics

The CallMiner monthly webinar series presents best practices in applying interaction analytics to address business objectives. Presenters are users of interaction analytics solutions and experts on various topics related to call center performance and compliance. Check out some of our more recent webinars. How to Use Automated Analytics to Reward Agent Compliance & Performance Join […]

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3 Ways Speech Analytics Can Improve Call Center Compliance

Do you hear that? It’s the sound of call centers across the country reading up on the necessary policies, procedures, forms, checklists, templates, etc. they need to ensure that they meet call center compliance regulations. With compliance rules consistently evolving to protect consumer rights, it’s crucial for companies to stay current on regulations such as […]

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