Blog

Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings.

Organizations are still trying to figure out what to do about social media. The top approach to handling posts that mention a company is to ignore them, because businesses do not have the infrastructure or best practices to handle social media.

You know how when you used to complain to your service provider about something they did, you never knew if anything would be done about it? ...

We are in the midst of a huge regulatory change that is unfolding before our eyes. The Dodd- Frank Wall Street Reform and Consumer Act has brought about the most significant change to financial regulation since the Great Depression. The Consumer Financial Protection Bureau (CFPB) which has about 1,000 staff and over $450 million in budget, have levied massive enforcement actions including $550 million in public penalties.

Last time, we discussed ways to overcome the pitfalls and challenges of accurately detecting a customer complaint. But we also noted that detection is just the start. You need to follow through; making sure the complaint is handled correctly all the way to its (hopefully successful) resolution.

Recording rules for contact centers are confusing, as some of the regulations actually contradict each other at times

Too often, when we talk about customer experience we usually, focus on improving NPS (getting more and happier promoters), When Compliance meets CX, more specifically when Compliance meets bad CX, Organizations get their worst detractors. We all know what impact those customers can have in terms of brand damage and NPS score... While virtually every institution tracks complaints, the number of complaint intake channels has increased dramatically in recent years..