Customer Experience (CX) Maturity Assessment

Cost to serve remains as a key goal for Contact Center Executives. While there are many ways to cut costs it is important to balance it with Customer Experience. Also, not all options will work the best for you. It depends on the business cycle you are in. Learn about your options to cut contact center costs if you are in growth model.

Contact centers can be unwitting offenders of call recording and telemarketing laws and regulations for a variety of reasons. Complying to the various rules and regulations as it relates to recordings, consent, and retention can be a challenge for IT and contact center leaders. While reading this resource guide won’t make you an expert and won’t eliminate the need for checking with your compliance officers or legal resources as it relates to your contact center procedures, it does seek to provide readers with a better understanding of the current legal and regulatory environment as it concerns your organizational responsibilities. This resource guide will detail the prominent rules and regulations applicable to contact centers today, as well as specific recommendations on how your contact center can comply with each. The specific compliance topics include: Consent to record Payment Card Industry — Data Security Standards (PCI) General Data Protection Regulation (GDPR) Information Security Registered Assessors Program (IRAP) Markets in Financial Instruments Directive II Health Insurance Portability and Accountability Act—Privacy Rule (HIPPA) Telemarketing Sales Rule (TSR) Telephone Consumer Protection Act (TCPA)

Switching from employer health insurance to Medicare can be a confusing process! But having moved from an on-premises system to NICE inContact’s cloud contact center platform, Aetna Medicare Transition Services’ contact center helps customers move seamlessly to a Medicare plan — while using a flexible, cost-effective CX solution that’s had a positive financial impact on the business.