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Tonia Brown, VP of Compliance at First Credit Services, gives you the top 5 compliance requirements in the latest episode of the Contact Center KPI Podcast! If you don’t have 20 minutes to listen or watch, here is a sneak peek at those requirements: 1. You need a knowledgeable compliance person in-house 2. A Compliance Management System…
Hannah Steiman, President & Chief Strategy Officer at Peak Support, joins us to talk all about Quality and why it should be a top priority. Quality starts with the best agents and people. But you still need processes and technology to achieve those high scores. At Peak Support, they focus on root cause analysis. Their…
Aaron Slavin, a compliance call center expert with over 10 years of experience, joined us on the Contact Center KPI podcast to share his secrets on balancing employee safety with operations. Key takeaways from the episode that you don’t want to miss… 1) Have a threat matrix in place. Know exactly when to escalate incidents. 2)…