VIDEO: How Can My Business Handle Manual and Automatic Dialing and Stay TCPA Compliant?
One of our Hosted Contact Center clients recently asked how they could effectively utilize an autodialer without violating TCPA compliance regulations and risk a lawsuit. CEO Jeff Mains explains how autodialing software must be set up and configured to be compliant.
How to Improve Contact Center Performance By Optimizing Call Results
A contact center’s KPIs are largely monitored, measured, and reported by the use of call results. Call results are a pre-defined disposition, or outcome, assigned by the agent to every call. These results also contain attributes, which if not set up correctly, will return data that
Don’t Make the Fair Debt Collection Practices Act UNFAIR
A group of senators have sent a letter to the Consumer Financial Protection Bureau about the Fair Debt Collection Practices Act. Their concerns should also be your concerns.
PCI and HIPAA Compliance Checklist: 5 Critical Questions You Should Be Able to Answer as a Medical Billing Collection Professional
After the recent LabCorp data breach, here’s five questions you should be asking (yourself or your collection software or online payment vendor) about the information and payment data you’re collecting.
The Debt Sophistication Dilemma That Can Become a FDCPA Compliance Nightmare
Midland Credit Management has a whole new understanding of the term, “least sophisticated debtor” when it comes to their collection letters.
Report Shows Top Consumer Complaints in Debt Collections
Last month, The Bureau of Consumer Financial Protection released their 2018 Consumer Response Annual Report. Revenue cycle management and accounts receivable departments should familiarize themselves with insights from 81,500 complaints highlighted in the debt collection complaint data.
How to Recognize Hidden Compliance Landmines in Your Contact Center
Your accounts receivable and revenue cycle management teams work hard to prepare for the challenges their contact centers face every day. However, some of the more substantial risks have hidden dangers underneath them. These are landmines, and merely stepping on one could result in a cataclysmic disaster for your organization. For example, you […]
Why Technology Might Be Worthless in Your Contact Center
Technology has transformed call centers into contact centers. However, that technology can be a wasted investment if you can’t analyze and leverage the data it collects to increase agent performance.
How Speech Analytics is Creating Fully-Compliant and Highly-Effective Contact Centers
<script src="//static.leadpages.net/leadboxes/current/embed.js" async defer></script> CONTACT CENTER | 10 MIN READ How Speech Analytics Creates Fully-Compliant and Highly-Effective Contact Centers Written by Michael Wise twitterfacebookyoutubelinkedin What is speech analytics? Speech analytics is a technology that processes and uploads contact center call recordings to a web interface that transcribes, scans and evaluates conversations between consumers and agents to […]
New Study Reveals Old Collection Methods Aren’t Working
We asked 1,000 consumers about how a business could not only reach them, but get them to pay the money they genuinely owe. Their answers were surprising, and suggest some necessary shifts in strategy that could keep accounts from reaching that 30-day delinquency mark, or shorten the time it takes to collect on those already past.
7 Tips to Keep Your Emails Out of the Spam Filter
Contrary to popular belief, most email service providers (ESPs) like Gmail and Yahoo assume emails are spam—especially when you’re using a bulk email sender—until proven otherwise.
With that in mind, here’s some best practices to keep your important correspondence from ending up in your customers’ spam folder.
8 Reasons You Should Be In the Cloud
While you’ve been busy swapping out hard drives, innovative tech companies have been creating solutions to the problems your business faces every day. Here are eight major benefits to moving your business communication, payment information, and data analytics to the cloud.
