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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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In Light of the FCC Declaratory Ruling, How Can Contact Centers Ensure Compliance?

On Friday, July 10, the Federal Communications Commission (FCC) issued a highly anticipated Declaratory Ruling on the Telephone Consumer Protection Act (TCPA). Included in the Ruling are certain provisions to protect consumer rights on consent to call: for example, clarification that consumers can revoke consent to receive calls in any reasonable manner without businesses limiting […]

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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 […]

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What Can Companies Do to Mitigate Risk in the Contact Center? [Resource Guide]

In today’s online marketplace, large-scale data breaches are all too common (Home Depot and Target are two the come to mind – from the past year alone!). As noted in a Smart Customer Service article, “a medium-sized contact center can get hit with as many as 1,000 fraudulent calls per month that were able to […]

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Key Benefits of Speech Analytics for Postsecondary Education (CallMiner Examples)

According to data from the National Center for Education Statistics, roughly 21 million students are expected to attend American colleges and universities this year, constituting an increase of about 5.7 million since 2000. Increases in the traditional college-age population – between 2000 and 2012, the 18- to 24-year-old population rose from approximately 27.3 million to […]

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Is Your Call Data Safe? 5 Questions to Ask Right Now

Here’s a painful truth: Data theft poses a serious risk to not just consumers but to call centers as well. Harmful lawsuits, negative publicity, and a tarnished reputation for the industry as a whole are just a few of the ramifications that can result from large-scale data breaches. To ensure the safe handling of information […]

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3 Data Center Breaches That Could’ve Been Avoided

Unfortunately, large-scale data breaches are far too common in today’s digital marketplace. With consumer information, such as credit card and banking information, mailing and email addresses, user names and passwords, etc., routinely provided over the phone or during online transactions, the safety and security of sensitive cardholder information can be compromised if companies fail to […]

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10 Keys to PCI Compliance in the Call Center

If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. During the 2013 holiday season, Target confirmed publicly that credit and debit card information for 40 million of its customers had been compromised (as well as email and mailing addresses for an additional […]

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How to Improve Your Call Center Monitoring Practices

Call center monitoring is one of the most effective ways call centers can improve their customer service; it gives managers the opportunity to watch (or rather listen) to their agents in action. By monitoring what agents say during interactions managers can easily identify problems within their teams, maintain quality standards and compliance, improve the customer […]

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Understanding and Responding to TCPA Changes

This post was originally published by CUnet on their blog. You can read the entirety of the blog post here. Thank you to everyone who attended the Understanding & Responding to TCPA Changes webinar on September 24. We’ve already uploaded a video of the presentation, for those that might have missed it, but due to […]

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