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How to Avoid the Five Most Common Call Center Compliance Mistakes

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January 09, 2013

How to Avoid the Five Most Common Call Center Compliance Mistakes

By Robbie Pleasant, TMCnet Contributor

LiveVox (News - Alert), a provider of predictive dialer and hosted dialer contact center applications, and Resource Management Services, a management and consulting firm, are teaming up to provide a new joint webinar to discuss the five most common compliance mistakes made by creditor or agency contact centers, and the best practices to avoid them. This will prove essential to anyone working in or in charge of contact centers so they can avoid these compliance pitfalls and provide the best service to their customers possible.

This webinar, “Practical Approaches to Preparing for the CFPB,” will be hosted by Judy Hammond, president of Resources Management Services, and Beverly Evancic, vice president of Resource Management Services, respectively, with John McNamara, CMO of LiveVox, Inc. moderating, on Tuesday, Jan. 22 at 2 p.m. EST. It will cover the five most common compliance mistakes, as well as how they can be avoided, and similar topics important to contact centers.

Following the compliance mistakes is an overview of things to expect during a Consumer Financial Protection Bureau (CFPB) examination, the best practices for investing in compliance preparation, understanding the key trends in regulatory environments and how contact centers are adapting by leveraging technology.

There are several ways in which many contact centers can improve. Those dependent on legacy architecture are left vulnerable as time goes by, and upgrades can be costly and quickly made obsolete, while still necessary to remain CFPB-compliant. Meanwhile, hardware-based technology often creates unnecessary complexity, resulting in disparate hardware, data and applications with limited control or oversight. As such, the webinar will touch on the best practices to get around these problems and prevent them from repeating.

“Technology can be the source of what handicaps or differentiates a business,” said McNamara. “Compliance is putting these models to the test with a rapidly approaching deadline. Call recording and manual phones are a prime example of this technological divergence. For the majority of hardware-based networks, most manual dials occur on a PBX (News - Alert) that is separate from the dialer or system of record applications. As a result, the inability to capture, match and manage manual dials, call transfers, or inbound traffic remains a major pitfall that is often overlooked. It is imperative that business leaders recognize these chronic issues and address their cause in order to achieve optimal solutions.” 

This should prove a very helpful webinar for those preparing for the CFPB, or just aiming to make sure their contact centers are the best they can be. It can be difficult to remain aware and on top of everything, but the webinar should make it a more clear and easy task, so you won’t have to worry about the CFPB.

To reserve your spot, click here.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Rachel Ramsey

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