Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Don’t Let Data Privacy and Compliance Lapse During COVID-19 - Numonix - ContactCenterWorld.com Blog

Don’t Let Data Privacy and Compliance Lapse During COVID-19

While these times are certainly unprecedented, some things must remain the same – namely customer data privacy, compliance and risk management.

With many if not all of your employees likely working from home right now, it can be easy (if not tempting) to let certain items lapse, like interaction recording over VoIP, landline, mobile, Microsoft Teams, Skype for Business, etc. When in the office, your staff’s interactions typically fall under the company’s interaction recording protection. However, when these same people work remotely – such as from home – these same protections probably don’t exist.

While some regulatory policies may be relaxed during this pandemic, they surely will come back into force when things calm down. You don’t want to be on the wrong side of compliance, especially if your customer conversations fall under one or more data privacy regulations such as PCI, HIPAA, GDPR, TCPA and others.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Without the protection of interaction recordings, what your staff does now can come back to haunt you down the road. Imagine a compliance infraction on a patient call, for instance, that could cause you problems a year from now, possibly even a lawsuit. Without the proper recording of that interaction (without any sensitive patient data being captured via mask/mute or pause/resume – aka compliance masking), you could potentially face a significant financial penalty.

Questions to Ask Yourself About Work-at-Home Staff

Assess whether you have the proper level of protection for your work-at-home staff by asking yourself:

  1. Are employees having potentially contentious interactions which could result in a he-said/she-said dispute?
  2. Is your staff interacting with customers to collect any outstanding debt?
  3. Do you have financial staff receiving, transmitting or executing client orders?
  4. Is any sensitive customer/patient data being shared, such as credit card number, address, pin number, health information, etc.?
  5. Are your employees discussing financial loans, such as mortgages or lines of credit?
  6. Do employees participate in interactions that fulfill a contract?

What’s more, you also want to ensure restrict access to your database of recorded interactions from any unauthorized users.

Now is not the time to let your risk management practices falter. Look at your remote employees and the communications tools they use (again, phone, online chat, video interactions) the same way you look at their in-office conversations. If you take this approach, you are sure to protect yourself from future headache and liability.

Source: https://numonixrecording.com/blog/dont-let-data-privacy-and-compliance-lapse-during-covid-19/

Publish Date: April 22, 2020 5:00 AM


2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 



View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020 5:00 AM
IXCloud Helps you Comply with MiFID IIMay 28, 2020 5:00 AM
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020 5:00 AM
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020 5:00 AM
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020 5:00 AM
How Long Should You Keep that Call Recording?December 3, 2019 5:00 AM
Contact Center 2020: Asset or Liability?October 11, 2019 5:00 AM
Are your Agents Really Listening to your Customers?August 26, 2019 5:00 AM
Recording Calls at Universities: What you Need to KnowJuly 2, 2019 5:00 AM
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 6812 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =