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In the world of revenue-oriented contact centers, where outbound calls connect businesses with customers, a hidden layer of complexity lies beneath the surface – outbound compliance. It’s the intricate web of regulations governing how and when you can reach out to individuals, ensuring ethical communication and protecting consumer rights. Understanding and adhering to these regulations

Customer service is a critical touchpoint in the customer journey. In fact, over 50 percent of customers will switch to a competitor after a single unsatisfactory customer experience. Modern customer service is no longer just about resolving issues and answering inquiries. In recent years, it’s evolved into a strategic tool that can significantly impact a

Running a successful contact center requires a delicate balance of efficiency, effectiveness, and productivity. The key to achieving this balance lies in ensuring that your contact center agents are equipped with the right tools, skills, and support to excel in their roles. As a contact center manager or supervisor, it’s essential to regularly assess and

CUSTOMER SUCCESS Founded in California in 1955, this not-for-profit regional health care provider operates four acute care hospitals, three specialty hospitals, three affiliated medical groups, and a health plan. This provider offers medical services in primary care, heart care, cancer, orthopedics, stroke/neurology, and many other areas. Fast Facts: Challenges Driving Change Delivering care to nearly

In today’s contact center, after-call work (ACW) has become a significant source of time wastage. To collect valuable call insights and data, agents often must create artificial pauses, take breaks between calls, skip summaries altogether, or put customers on frustrating, interruptive holds. Agents spend approximately one-third of their total time engaged with consumers working on

CUSTOMER SUCCESS Founded in New York in 1916, this trusted health care provider is a non-profit organization that delivers reproductive health care, sex education, and information to millions of teens, parents, and educators worldwide. This organization also specializes in advocacy, communications, and protects the health and safety of women everywhere. Fast Facts: 2.4M Patients 600+

CUSTOMER SUCCESS Based out of North Carolina, this bank, while originally formed from the historic merger of two banks, is now one of the top ten biggest commercial banks in the country. With over 275 years of combined experience and now serving approximately 12 million households across the nation, this bank truly does it all.

CUSTOMER SUCCESS First founded in 1903 as a community bank, this retail banking institution has a long history of supporting small businesses and local residents through personal and business banking solutions. Offering everything from checking, savings, loans, mortgages, and trust/wealth management services, this bank prides itself on delivering truly exceptional service to its customers. Over

CUSTOMER SUCCESS For over a century, this insurance and financial services company has been committed to listening to its customers and supporting them through big life changes and transitions by providing insurance and an array of financial products. Serving individuals, businesses, and groups across the United States, this company is a Fortune 300 organization. Fast

CUSTOMER SUCCESS At some point, most brands that eventually make the Fortune 500 list have a choice to make: keep doing things the same way, or face business friction and adopt new technology to keep up with changing consumer expectations. The particular company in question is a Fortune 500 health insurance company located in Indianapolis,