Fair Debt Collection Practices Act: What You Need to Know

Debt collection companies of all stripes must abide by both local and international regulations to operate lawfully. The Fair Debt Collection Practices Act establishes such legal guidelines in the US, limiting the actions debt collectors can take without liability. Although most of the FDCPA’s stipulations could be considered common sense to industry professionals, there are […]

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Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Remote contact center operations have been around for some time […]

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Fraud Spreads as Does the Coronavirus: Steps to Take

As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly growing problem to monitor – fraud. In response to the Coronavirus pandemic, fraudsters are taking advantage of the fear that has already been shown to induce panic-driven […]

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The Two Words on Everyone’s Minds: Business Continuity

Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being.  As we carried out our plan we thought it might be […]

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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of […]

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Top Debt Collection Conferences and Events: 47 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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Call Center Regulatory Compliance

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Such organizations regularly intercept and process […]

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What is the CFPB Arbitration Rule? Definition & Best Practices

Arbitration between companies and consumers as an alternative form of conflict resolution often works as a strategic option for the company in question, affording it the opportunity to minimize costs and simplify the process of appeasing upset clientele. Due to the tendency that many companies demonstrate for negotiating through arbitration, as opposed to using the […]

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

Another day, another enterprise giant being forced to admit that sensitive customer data may have been improperly monitored or used without consent. In this latest instance, it was a case of outside contractors listening to user recordings without their knowledge. Yet, this is far from a standalone event when it comes to the privacy of […]

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

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and […]

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

Call center regulations are complex. The Fair Debt Collection Practices Act (FDCPA), for instance, requires debt collectors to disclose the purpose of their written or oral communications at the start of every contact (the mini-Miranda). Additionally, the FDCPA has strict requirements that stipulate when, where, and with whom a debt collector may communicate with consumers. […]

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Speech Analytics Is A Crime Fighting Agent!

Fraud continues to be a significant problem for businesses around the world. As measures  to combat mail and Internet fraud increase, criminals are moving their attempts to contact centers. Too often contact center agents aren’t even aware that a potential fraudster is on the phone, making it impossible to prevent. It becomes even more challenging […]

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5 Values of Speech Analytics for the Insurance Industry

The insurance sector faces a growing number of challenges every year including increased regulation, commoditization, costs outweighing profits, high competition, and high customer expectations. Thanks to the rise of digital expectations, incumbent insurance companies no longer have a guaranteed place in the future of insurance. Companies that want to grow and see success must embrace […]

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Check In On Key 2018 Trends in Contact Center & Customer Experience

Customer expectations are at an all-time high and today companies need to know what their customers want and deliver a positive customer experience if they are going to see success. While it seems simple enough, customer experience (CX) trends and expectations continue to change year after year.  Moreover, each new strategy claims to be the […]

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Summer Is The Time To Binge Watch Webinars

At CallMiner, we strive to consistently deliver valuable information through our learning center and the numerous webinars we host and are speakers on with our partners. We know you can’t always attend webinars in your busy day, but the summer is a great time to catch up on webinars you may have missed. And for […]

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What Executives Need To Know About Contact Center Compliance

Calculating risk and the potential reward is a normal part of doing business. When it comes to managing a contact center, the one time you should never take a risk is in regards to regulatory compliance. Failure to comply with industry and call center regulations only results in extensive fines and litigation. Just recently, Infocision, […]

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Detecting Fraud with Speech Analytics

Fraud is one of the costliest risks businesses face every day. With so much emphasis being placed on cybersecurity and fraud prevention online, cybercriminals are changing their efforts by targeting businesses via telephone conversations. Call centers have seen a significant increase in fraud according to Pindrop Labs’ 2017 Call Center Fraud Report, with 1 in […]

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Improving Productivity and Collections Revenue While Mitigating Risk

For many businesses, debt collection is an unavoidable necessity. It is also one of the essential tasks a business needs to complete to see success and maintain a steady cash flow. Too often, consumers being contacted to pay outstanding debts are not receptive to the phone call, making the conversation awkward for call center agents […]

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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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