Machine Learning algorithms can hugely impact the sector of e-commerce by categorizing and recommending…
Contact centres are the first line of customer assistance. Everyday, they receive millions of customer calls regarding various issues. The amount of data that they deal with is humongous. While this data asset can unlock valuable intelligence to help them deliver superior customer experience and drive profitability, meeting compliance guidelines while handling this data is a challenge.
Compliance regulations are more stringent than ever and for contact centres, in particular, compliance is a critical business aspect. Failing to meet compliance can result in hefty fines and severe penalties by regulatory bodies. The cost and risk associated with customer data only increase with the size of customer base.
Thanks to speech analytics, compliance leaders can now prevent legal and regulatory implications by keeping a real-time check on compliance. It is reducing the concerns associated with script compliance, agent monitoring, and regulatory guidelines such as HIPAA, FDCPA, CFPB, and so on. Here is how it helps: