Risk Management & Compliance

Learn more about call center industry standards and how conversation analytics software can help you identify compliance issues and improve your business performance while mitigating risks.

Four key conversation intelligence use cases in the mortgage industry

In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence tech...

10 tips for combining the ‘human’ and ‘technology’ elements of your quality monitoring process

Read on for our list of tips to automate your quality monitoring process.

Five proven coaching strategies to improve contact center culture and productivity

Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strate...

The importance of embracing business performance improvement (BPI)

Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. ...

25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.

What is Customer Vulnerability?

Learn how you can harness interaction analytics to empower your call center agents with the information they need to support and retain vulnerable cus...

The State of Remote Workforce Compliance

Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.

25 Indicators of Fraud on Inbound Calls

Here are 25 indicators of fraud on inbound calls in call centers.

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

A panel of call center leaders discuss the role of business analysts in call center operations and in the development of call center solutions.

What Executives Need To Know About Contact Center Compliance

When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts...

What is eDiscovery?

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

Termination Letter Examples for Call Centers & Customer Service Pros

This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.

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

Learn more about the Fair Deb Collections Practices Act (FDCPA) from definitions to tips and best practices.

Fair Debt Collection Practices Act: What You Need to Know

Here's everything you need to know about the Fair Debt Collection Practices Act (FDCPA) and what it means to both collectors and debtors.

Fraud Spreads as Does the Coronavirus: Steps to Take

Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.

The Two Words on Everyone’s Minds: Business Continuity

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

Top Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations, Trends, and Best Practices

The debt collection industry is changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under re...

Call Center Regulatory Compliance

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

What is the CFPB Arbitration Rule? Definition & Best Practices

An understanding of the CFPB arbitration rule illuminates some of the struggles between organizations and consumers. Learn more about its implementati...

Under Redaction! Why Companies Can’t Seem To Get It Right When It Comes To Recorded Data

Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with...

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

19 Experts Reveal the One Aspect of Call Center Regulations They'd Improve

Call center regulations are complex and stringent. Here's what a panel of 22 experts had to say about what they’d change about call center regulations.

5 Values of Speech Analytics for the Insurance Industry

Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media.

Detecting Fraud with Speech Analytics

There is a way to safeguard your customers and your business from fraud - speech analytics..

Improving Productivity and Collections Revenue While Mitigating Risk

For many businesses, debt collection is an unavoidable necessity. But how can you improve your call center agent productivity while mitigating risk?

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

We've rounded up 50 debt recovery tips from industry experts to help improve your debt recovery strategy. Learn how you can improve your debt revenue ...

Are You Ready for GDPR?

Have you heard about the General Data Protection Regulation? It’s important to understand if or how this new legislation is going to affect your busin...

GDPR is Just Around the Corner. Are You Ready?

The requirements of GDPR are leaving many businesses struggling to make updates to internal procedures regarding recordkeeping and storing of informat...

The State of Debt Collection 2020: Industry Statistics, Trends, Collection Practices, and More

We decided to take a deep-dive into the latest debt collection industry figures and statistics to get a glimpse of the current state of debt collectio...

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

Call centers are constantly under pressure from regulatory compliance concerns.

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.

5 Keys to PCI Compliance in the Call Center

How can call centers remain PCI compliant and instill customer confidence that data is being protected? Here are 5 key ways:

The 50 Best Debt Collection Blogs

To help you decide which blogs deserve your time, we have compiled a list of the 50 best debt collection blogs online!

ACI Partners with CallMiner to Deploy Speech Analytics Company wide

American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launc...

What is the Telephone Consumer Protection Act (TCPA)?

The Telephone Consumer Protection Act was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing syste...

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

CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services.

What is Mini-Miranda?

Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral.

5 Reasons Speech Analytics Is Critical in Call Center Collections

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

Exploring gamification for health care payment collections

Gamified payment collection would be a great fit for many health care providers.

Maintaining compliance in inbound customer service call centers

Compliance doesn’t just happen – call centers need to deploy the right tools and strategies.

How to Maintain Contact Center Compliance [Resource Guide]

Companies that regularly handling financial transactions have a responsibility to protect consumer data. Here’s how to maintain PCI compliance in the ...

How Collection Analytics Drives Improved Call Center Performance

Contact centers face the constant challenge of maximizing payments while staying up to date with compliance rules and regulations. Here’s how collecti...

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

TCPA compliance has increased in importance due to last year’s FCC Declaratory Ruling. Read how TCPA safe harbor and speech analytics can help.

3 Ways Speech Analytics Can Improve Call Center Compliance

Speech analytics plays a pivotal role in driving call center compliance. Take a look at how.

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

Using speech analytics to improve the compliance of your call center can save you money and help you avoid fines

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

It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it.

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

Enrollment at for-profit institutions makes up 12% of all postsecondary students. Here’s how speech analytics can help your call center drive complian...

10 Keys to PCI Compliance in the Call Center

Failing to protect customer privacy can result in serious fines and reputation issues. Here are 5 keys to PCI compliance in the call center.