How Do You Mitigate Risk?
At the forefront of any contact center operation is always the topic of risk mitigation and compliance. In the past couple of years managing federal and state regulations has become increasingly more...
View ArticleInitiating Outbound Contact with Your Customer – Do’s and Don’ts
Knowing when and when not to reach out to your customers can be a sticky situation. Before reaching out to customers, businesses need to develop their outbound contact strategy to include how and when...
View ArticleThe Future of Outbound: It’s Time to Get Rid of One-Size-Fits All
We are big believers that creating a delightful customer experience is a combination of both proactive and reactive communications with customers. We’ve seen fantastic success for businesses in a...
View ArticleShut the Front Door! Who Ordered Spam on This Pizza?
I am imagining this to be the reaction based on a recently filed complaint against a well-known quick service restaurant. As I read through the complaint, I literally sat there with my jaw...
View ArticleBe the Ringmaster Of Your Contact Center Compliance Strategy
Who doesn’t love the circus? We watch the daredevils on the highwire; acrobats placing one foot in front of the other while balancing an unwieldy pole. The net below stands ready to catch anyone should...
View ArticleFCC Declaratory Ruling: What Else Can Be Said?
Yesterday’s action by the FCC is a win win for consumers and businesses alike. It was not such a good day if you make a living trying to capitalize on ambiguity and uncertainty. As Commissioner Pai...
View ArticleNot Just Text, a Conversation for Collections
Modern life is filled with tasks competing for our attention and consideration. Text messaging provides a way to have a dialogue that more easily fits into our active and connected lifestyles. A quick...
View ArticleFour Keys for Laying Your Mobile Marketing Foundation
For many loyalty programs, mobile marketing offers the potential to reach new heights in record time, creating positive customer experiences and ensuring sustained customer loyalty. Like building a...
View ArticleReality Check: a TCPA Editorial
The Telephone Consumer Protection Act (TCPA) is reality and it has been with us since dial up modems were cutting edge and we were running computers on Microsoft MS Dos. It is powerful, can cost...
View ArticleGarden Ants, Class Action Lawsuits, and TCPA
This weekend as I spread mulch, I came upon an area of my garden heavily infested with garden ants. As you may or may not know, ants create quite a disruption, destroying the fruits of your backyard...
View ArticlePCI DSS Compliance and Call Recording
A couple of weeks ago, Aberdeen Group’s Omar Minkara wrote about the risks of call recording in the contact center, offering tips to help ensure PCI DSS (Payment Card Industry Data Security Standard)...
View ArticleTaking Important Measures to Protect Enterprises from Cyber Crime
As the cloud becomes a mainstream delivery model for technology and services, more and more large enterprises are making their moves into the cloud. With this movement, however, comes many concerns...
View ArticleTake Control of Your Outbound Customer Contact Strategy
From a customer’s perspective, there is often a fine line between being sent a reasonable number of communications from companies they do business with versus receiving a gluttony of repeat contact...
View ArticleA Breakthrough Year for Virtual Contact Centers
We recently celebrated the 1-year anniversary of the acquisition of Angel by Genesys. It’s been an exciting year for virtual contact centers and the CX industry in general, and the combination of...
View ArticleShellshock & Contact Centers – What You Need to Know
At Genesys, the security of our software – both in the cloud and on-premises – is extremely important to us. Over the past few days, Genesys has received several inquiries from our customers regarding...
View ArticleDon’t Get Caught in a Collections Compliance Nightmare!
Compliance is far and away the number one issue facing collections organizations today. Not only are requirements growing in number and complexity, but the risks associated with non-compliance are...
View ArticleRisky Business Without Speech Analytics?
No organization wants to run a risky business. Doing so can damage relationships, cause lost or missed opportunities, and produce poor financial results. On a daily basis, collection organizations...
View ArticleContact Center Compliance: Protect Your Customer Data from the Dark Side
Just before the holidays, the newest chapter in the Star Wars saga, Star Wars: The Force Awakens was released. I was there opening day, and have seen it several times since then. Why? Well, besides...
View ArticleTCPA Compliance Improves Customer Experiences
Have you ever considered how the notifications you receive from businesses help simplify your life? Have you noticed the notifications can make your customer experiences positive and proactive rather...
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