Businesses that must adhere to compliance regulations have unique challenges when it comes to monitoring customer interactions. Healthcare-focused contact centers, for example, must ensure their agent-customer interactions abide by the Health Insurance Portability and Accountability Act. Any contact center dealing with credit card holders who share their data must abide by the Payment Card Industry Data Security Standards (PCI DSS). Other regulations abound as well, and they put extra pressure … [Read more...]
Archives for August 2019
No IVR Monitoring? Here’s What You’re Risking
IVR monitoring may seem like a nice-to-have add-on to your IVR system, but not essential. It may feel like one of those services you'll look into when you have the time. But there are risks lurking for your business each minute you don't have a solution to keep a close eye on your lines and servers. The most obvious negative ramification awaiting a business without IVR monitoring is unplanned or unknown downtime. Even with basic system-level monitoring, the IVR server itself could be up but … [Read more...]