In an increasingly competitive business world, where customer satisfaction is the key to any company's success, customer service quality has become an inescapable priority. Consumers are not only looking for quality products and services but also deeply value the...
Effective communication is at the heart of any successful business, and in today's digital age, unified communication platforms (UCaaS), such as Cisco Webex and Microsoft Teams, have proven to be indispensable tools for achieving this. Not only do...
Financial institutions are some of the most risk-averse and regulated entities in the world. Many countries are increasingly tightening financial services regulations and with it compliance obligations concerning the storage and management of sensitive data. But...
In the digital age, omnichannel has become a key factor for companies. In an increasingly interconnected world, customers expect to access services and products quickly and conveniently through multiple communication channels. But some industries,...
Webex has announced a new data retention policy. Starting this March, all meeting data (including recordings, transcripts, and messages) will no longer be stored for an unlimited time. Enterprise customers who were previously on the standard license...
It is undeniable that companies face the challenge of knowing and complying with all the complex and demanding regulations depending on the sector in which they operate or the location of the customers they do business with. However, in the current context, this...
What is PCI DSS Compliance and why does it matter for your Business? PCI DSS (Payment Card Industry Data Security Standard) is a set of security standards designed to ensure that all companies that accept, process, store or transmit credit card information...
On May 9, 2022, the Center for Medicare & Medicaid Services (CMS) announced a new ruling called the CMS Final Rule 2023. Part of these CMS call recording requirements 2023 is the agents’ obligation to record and store all Medicare and Medicaid “marketing” calls....
As businesses grow and customer demand increases, managing customer service becomes more challenging. One solution that many companies turn to is outsourcing their call center operations to third-party service providers. In this article, we'll explore the pros and...
Are you tired of struggling to understand your call center's performance? It's time to take a closer look at call center metrics. Measuring and analyzing the right metrics can give you the insights you need to improve customer service, optimize processes, and increase...