The contact center is often in the center of the storm on compliance issues. This is especially true for outbound telesales but also for inbound contact centers where one of the missions is to increase revenue by converting service callers into customers for new or enhanced products or services. Perhaps even more important to the contact center and the broader enterprise is the question of liability. The two aims of this paper are to alert readers to the federal level regulations and liability exposures that most directly impact the activities of modern contact centers and explain how speech analytics can help monitor compliance and reduce the risk of liability exposures. We should caution that the content of this white paper does not represent formal legal guidance. For that you should rely on your compliance office or legal counsel.
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