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Top 5 Compliance Requirements with Tonia Brown
Tonia Brown, VP of Compliance at First Credit Services joins the Contact Center KPI Podcast to talk all about compliance. With a background in first-party, third-party, deby buying, and debt brokering, Tonia has seen a little bit of everything in the compliance world. She gives you five requirements you must have when it comes to…
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Things To Consider When Implementing Real-Time Agent Assist & Automated QA
First, let us begin by breaking down any decision related to the implementation of new technology into three phases. People. Process. Technology. Usually, we’ve found organizations take these in the reverse order. For this post, we are going to focus on the technology piece as it relates to the process that people will go through…
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The Role of Automation in Call Compliance
Debt collection agencies and law firms face mounting pressure to stay compliant with ever-changing regulations. The rise of automation and artificial intelligence (AI) has added new layers of complexity, with decision-makers needing to balance innovation with adherence to stringent compliance requirements. Understanding how automation can aid in call compliance is essential for these organizations as…
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In The Age Of AI, An Agent’s Soft Skills Still Matter
In the recent past, the commitment to enduring work-from-home setups appeared as an unstoppable trend, something that would last forever. Today we see a mirroring of the widespread belief that artificial intelligence (AI) will imminently make numerous contact center job roles redundant. However, there is a noticeable parallel emerging in the initial enthusiasm surrounding AI…
Debt Collection
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