CMS Call Recording Requirements for 2023
On May 9, 2022, the Center for Medicare & Medicaid Services (CMS) announced a new ruling called the CMS Final Rule 2023. Part of these…
Author: Laura Álvarez
The new customer service: less waiting and more personalization
Currently, most of the complaints that customers filed with Public Administrations have in common the lack of customer service. For this reason, last June the…
The Voice of the Customer: listening to manage the CX in the banking industry
In recent years, the behavior of commercial banking customers has changed. They no longer make the same type of decisions they used to make when…
Come and meet us at the top events of the month!
The new artificial intelligence tools and solutions that are revolutionizing the world of customer service will once again be the epicenter of the conferences and…
How to improve customer service for energy and utilities companies
With the deregulation and privatization of the utility market, the industry’s competitiveness has skyrocketed. Therefore, differentiating yourself by offering a unique experience is the only…
How to improve telephone customer service to increase customer loyalty
The high competitiveness and availability of a wide variety of products on the market have caused brands to seek to differentiate themselves at all costs.…
5 ways to benefit from intelligent analysis of voice conversations in the Financial Sector
The new reality in which we find ourselves and the emergence of new needs regarding the services and products offered to us have accelerated the…
New ways to comply with PCI DSS through artificial intelligence
Even in the Contact Center industry, the management of sensitive data is a growing issue and the number of resources allocated to compliance and risk…
Synthetic Identities: how Scammers get hold of a fake identity
Global rates of economic crime and fraud remain on the rise over the last few years and, in fact, in the last 2 years almost…
How to Comply with New Medicare Advantage Requirements
The Centers for Medicare & Medicaid Services (CMS) now defines Medicare Advantage agents and brokers as TPMOs (third-party marketing organizations). Effective October 1, 2022,…
5 Important aspects to measure Customer Experience in the Contact Center
Customer experience (CX) has increased its importance within the corporate agenda to the point where it is considered a strategic pillar of differentiation. This is…
How to easily migrate from Oracle Interactive Session Recorder (ISR) to a Cloud call recording solution?
Oracle is one of the technology companies that is making a profound change to its applications and services. This means that some applications will no…