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Businesses face an array of federal and state regulations, many of which have direct impact on the call center. The resources that must be dedicated to assure compliance are not trivial. Significant time and money must be spent on keeping abreast of regulations and complying with their requirements. While compliance is required for companies to operate, the compliance efforts do not contribute to business productivity. To prevent becoming overwhelmed by the many regulations that pertain to your business, it pays to invest in a system that can help you put your compliance house in order and maintain it efficiently.

AI-based voice authentication is not just powerful identity and verification contact center software. It’s a giant leap forward in enhancing our privacy and data protection, with built-in safeguards for more secure business transactions in real-time. Voice authentication automatically verifies customers and fraud is reduced in a more streamlined and reliable way, eliminating typical time-consuming KBA interrogation for faster service and a better experience. Simply put, it’s a smarter, better way to ensure you let the good guys in and keep the bad guys out.

A major virtual conference, open to contact center pros everywhere. Even six months ago, who could have predicted that across the planet, we’d be leaving in-person conferences behind—at least for now—and recreating them as virtual events? And who would have believed that in the process, we’d discover interesting new possibilities for sharing the latest in call center cloud software solutions and industry trends, not to mention in how we engage with each other?

Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger. This is one of many things we discovered while conducting research for the 2019 NiCE CXone Customer Experience (CX) Benchmark.

An estimated 60% – 80% of contact center agents are currently working at home, and at least 30% of those agents are expected to remain working from home even after there is a vaccine for COVID-19.

The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. Indeed, the pandemic is, among many things, a massive experiment in telecommuting as the outbreak accelerates a trend towards a remote workforce, possibly for the long term. But that isn’t the only thing that’s on the mind of contact center leaders.

As the future feels uncertain, it’s never been more important to focus on what you can control in your contact centre. And there’s plenty you can do to ensure satisfaction of both your agents and your customers. Explore the keys to business continuity and success, so your outbound or inbound contact centre can be resilient and adapt to the remote work environment with skill and speed.