3 Compliance Issues to Consider with Call & Screen Recording

3 Compliance Concerns for Call and Screen Recording

Although it seems fitting to record every call in its entirety in a contact center for quality control, sometimes it’s better to leave out sensitive pieces of information. To start with, if you are storing sensitive information that could possibly breech compliance authorities like HIPAA, you want to ensure your data doesn’t get hacked leaving patient data exposed and vulnerable. Here are three things to consider with data capturing:

  • Data that isn’t stored can’t be stolen: When taking information like a credit card number over the phone it’s better to prevent the recording of that portion of the call.

  • Consider the security of your contact center software: Being able to restrict access and utilize disk and network encryption assists in adding an additional layer of security required for PCI compliance.

  • Conduct user security audits: Utilize software to perform audits on your users to ensure they adhere to policies and procedures regularly as defined by PCI DSS Regulations.

If your current software vendor has not covered or brought these topics to your attention, they are long overdue for an evaluation and comparison to the leaders in this market. CXM Conform offers a solution which easily integrates with top phone system manufacturers, provides smart solutions to help you achieve PCI compliance, and is end-user friendly. Contact CXM today for more information on how to decrease compliance breeches within your business at www.cxmrecord.com.

How to Solve the Biggest Problems with Quality Monitoring

How to Solve the Biggest Problems with Quality Monitoring

Quality management (QM), with its ability to drive agent behaviors that impact the customer experience, is a valuable tool for contact centers.

Technological advances have increased QM process efficiency by replacing paper forms and making recordings more readily available. Significant areas of inefficiency still exist, however, increasing the cost of quality to the business. The addition of workflow automation capabilities to QM offers the potential to boost efficiency even more, while simultaneously increasing the overall effectiveness of a contact center’s quality initiatives.

Quality Management Resource Requirements

In a contact center with:

  • 200 total agents times
  • 4 evaluations per agent, per month
  • 5 minutes locating a suitable call to review
  • 4 minutes listening/reviewing call
  • 10 minutes scoring call
  • Thats close to 1.5 FTE per year required just to do evaluations!

QM is a Necessary, but Time Intensive Process

The basic quality management process – recording, evaluation and coaching – is used almost universally in contact centers across all industries and sizes. And for good reason. When executed well, QM delivers substantial improvements in agent performance. Quality management is a very versatile tool for customer service organizations. It can focus on internal performance measures, like productivity and accuracy, as well as external measures such as regulatory compliance and customer satisfaction.

Contact centers invest a lot of time into their quality management programs. A 200 seat center doing four evaluations per agent, per month devotes 3,040 hours per year, just doing evaluations. Add on to that, coaching activities and system administration and the total resource commitments are substantial.

Improving Process Efficiency with Workflow Automation

Integrating workforce automation and quality management offers opportunities for significantly improving the QM process. A workflow is a series of connected steps that must occur to achieve a desired outcome. Workflow automation makes certain that each step of the process completes before the next begins, and enforces rules to ensure each step is completed timely and correctly. Workflow automation can improve QM process efficiency by addressing inefficiencies in four major areas:

  • Time spent locating calls to evaluate
  • Communicating evaluation results to agents
  • Tracking coaching results
  • System administration and maintenance

Workflow automation is the key to increasing productivity and providing your employees with immediate feedback. The quicker they receive feedback means they can make adjustments. If you would like to learn more about improving your contact center and saving supervisors time check out this webinar.

How to Handle an Emotional Customer

How to Handle an Emotional Customer

Emotions drive all of us on a daily basis. Some emotions are positive and get us excited about an event, product or moment. Negative emotions do just the opposite and can have a rippling effect where we are turned away from something. Buyers buy on emotion not logic. Then, once they settle on a product or service they tend to rationalize their emotional purchase.

Take for instance this scenario: I have an upcoming event and set out a budget for what shoes I plan on buying. While I’m out shopping I find a pair that’s triple my original budget. I rationalize the purchase by saying I’ll wear them time and time again. In reality the shoes I am buying are three times what I planned on spending. It is emotion that moved me to purchase the expensive shoes.

When a customer contacts a business for sales or service they are looking for assistance. Maybe they are frustrated with their current solution. Maybe they are upset because their purchase isn’t functioning right. It is up to the agent on the other end of the phone to turn their negative emotions into something positive. How does a company achieve this? It begins with having the right tools for quality monitoring and agent training.

Quality monitoring can be accomplished a variety of ways but the most effective is to have software allowing the supervisor to be able to see the agent’s screen while listening to a call. Being able to quickly and efficiently pull calls to view and hear can drastically impact a supervisor’s resources. Once a call is reviewed, being able to give feedback immediately allows the agent to correct their behavior while it’s fresh on their mind. The longer amount of time that goes by between the original call and feedback to the agent, the more an organization risks losing potential customers.

After a call is reviewed and evaluated, a supervisor should be able to push appropriate training to the agent for skill development. Ongoing self-paced training is a key in contact center efficiency. This allows the agent to hone their skills and provide a better customer experience. Happy customers usually return for more services in the future while disgruntled customers immediately break ties. If you would like to learn more about agent coaching check out our previous post 6 Things About Agent Training Every Contact Center Needs to Know.

Insights on Your Agents Desktops!

Insights on Your Agents Desktops

Measuring the interaction between your agent and their desktop is a missing link in ensuring great customer service. For years, performance management has been about average handle time, minimizing wrap times, and ensuring the agent is equipped to resolve the caller’s requests. Once the agent is on the call with the client; the phone system becomes a stopwatch and has very little other data to offer. The recorded call does not tell us how the agent is using the applications that help them serve the customer. Desktop analytics provides powerful insights that can dramatically change your contact center’s performance.

Here are five top insights:

  1. Cut and Paste – The classic example of improving agent process performance is to identify and automate cutting and pasting between applications. Cutting and pasting data is faster than typing it, but it is extremely inefficient and error prone. The agent is focused on finding the customer data on another screen and pasting it, instead of focusing on the customer. Typically this slows down the agent by about 10-15 seconds per transaction. With the agent performing over one hundred transactions a day, that adds up to 15 minutes of reduced handle time. In many contact centers that means being able to serve 3-4 more customers per agent per day.
  2. focused on finding the customer data on another screen and pasting it, instead of focusing on the customer. Typically this slows down the agent by about 10-15 seconds per transaction. With the agent performing over one hundred transactions a day, that adds up to 15 minutes of reduced handle time. In many contact centers that means being able to serve 3-4 more customers per agent per day.
  3. Login Time –If your agents login to multiple applications, they could be wasting hours a day logging in and logging out. Desktop analytics tools can measure the total time spent and track what applications are being used. The tool kits that come with desktop analytics can then provide ways to securely automate the login processes with a single login and login and reduce what can be a 20 minute process down to one login. The system can even navigate to, and open the screens the agents need and have them ready to focus on your customers. Multiply five minutes times four logins and logouts a day, and you have 40 minutes of paid work time recaptured per agent, per day.
  4. Agent Workflow – You have given the agents tools to complete the job, but they have to use them properly in order to be successful. Desktop analytics tools can validate programs are accessed in the right order to ensure an optimal customer experience. It can ensure process adherence by identifying if a step was missed. Like managing other parts of your contact center, transactions on the desktop follow a pattern. By identifying when that pattern is broken; you can pinpoint performance improvement opportunities.
  5. Desktop Management – Desktops in your contact center may have been purchased at different times. They may have different processors, operating systems, browsers, and software. Having out of date desktops can slow down your agent’s performance and contribute to a negative customer experience. Desktop analytics reports on the operating systems, memory, hard drive space, and overall performance of the desktops in use, allowing you to pinpoint under performing machines.
  6. Application Management – Desktop analytics tools can monitor which applications are being accessed and how long the agent is accessing that application. This allows management to identify authorized and unauthorized applications to ensure compliance with corporate standards. This also allows for identifying applications that are never used. In many cases, there are applications that are not used that take up memory on the machine. By sun setting the application, companies may also realize a cost savings by not paying license or maintenance fees for applications that are not in use.

Through measuring and tracking the applications on the agent’s desktop, powerful insight can be gained to help streamline operations and improve the performance of the agents. The best solutions do not just collect and report on the data. It is critical to be able to take action on the intelligence you have gathered. Instead of hiring custom programming services from all of your vendors, desktop analytics tools are complemented with powerful automation tool sets. In the same way these tools are able to gather information, they can securely automate the processes necessary to keep your agents focused on your customers. Once thought of as a luxury for the contact center, desktop analytics and automation tools have become a necessity that can quickly identify and eliminate waste due to inefficient technology and processes.

CXM Recording and Quality Monitoring Recently Attended ACCA Fall Symposium

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The Austin Contact Center Alliance recently hosted their Fall Symposium showcasing vendors from all over who work with contact center solutions. The all day event included various speakers from organizations like The Austin Chamber of Commerce, Growth Dynamic, LegalZoom and various others. The symposium topics were centered around contact center best practices, leadership strategies and building better teams. They also provided case studies, problem solving strategies and how to manage change in your organization. During each break the attendees spent time networking and visiting each exhibitors booth. CXM Recording and Quality Monitoring showcased as an exhibitor to provide information about contact center solutions. 

CXM provides solutions for call and screen recording, agent coaching, performance evaluation, workforce management and many more. We've been doing this for over 20 years headquarted in Houston, TX. Our aim is to provide a better customer experience through easy to use software for end users and supervisors. The CXM solution provides leading edge workforce optimization solutions for contact centers and enterprise corporate clients. CXM was developed based on a client request for a solution that was easier to use and less expensive than what was available on the market. Learn more about the CXM solution by downloading a brochure here. 

News Release: CXM Selected for Participation in HGACBuy Program

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HOUSTON, TX (July 11, 2017) – CXM has been selected as part of the HGACBuy government cooperative program for Record & Playback Systems. As an awardee, CXM sells call recording and quality monitoring software to government, not for profit, and educational agencies nationwide participating in the HGACBuy Cooperative Purchasing Program. HGACBuy offers an efficient purchasing process by establishing competitively priced contracts for goods and services. This provides an easy and expedited service, helping members achieve their procurement goals.

“CXM is pleased to be awarded a contract by the HGAC,” says Brad Odom, Director of Sales. “This process allows us to provide our software in a valuable manner to government agencies.” Through this partnership, members can purchase CXM solutions in an expedited manner that satisfies the requirement for competitive bids and proposals.

The Houston-Galveston Area Council is a government procurement service for qualifying state agencies, local governments, education and Not-For-Profit organizations. The end users become members of HGACBuy which is free of cost and evergreen until cancelled. HGAC solicits offers on behalf of the vendors providing services and products.

Additional Resources

HGACBuy at  http://hgacbuy.org

CXM at http://cxmrecord.com/

About CXM

CXM provides leading edge workforce optimization solutions for contact centers and enterprise corporate clients. This includes call and radio recording features compliant with ERS requirements. CXM was developed based on a client request for a solution that was easier to use and less expensive than what was available on the market. Nearly 20 years later, CXM still focuses on an easy to use solution with a low total cost of ownership. An intuitive interface and industry leading maintenance program keeps ownership simple, putting an end to surprise upgrade fees or large training costs for new employees. For more information on CXM, call us at 1-866-400-4296 or learn more at www.cxmrecord.com.

View Webinar: Best Practices in Quality Monitoring

View Webinar: Best Practices in Quality Monitoring

CXM recently hosted a webinar on quality monitoring best practices. We recorded it to share with you at your own leisure. The webinar covers how to improve quality monitoring within your contact center. It discusses various ways agents are monitored, and their benefits. After a brief overview we also demonstrated using CXM's software how automated workflows enhance the monitoring process.

 View Webinar Here

CXM v5.2 Now Rated "Avaya Compliant"

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HOUSTON, TX – Tuesday, June 6th, 2017 — CXM, a leading provider of Workforce Optimization solutions today announced that its CXM Recording and Quality Monitoring Software Suite is compliant with key communication and contact center solutions from Avaya, a global provider of business communications software, systems and services.

CXM helps businesses optimize their operations and reduce liability through recording calls and streamlining the management process of agent evaluations and training. The application is now compliance-tested by Avaya for compatibility with Avaya Aura® Communication Manager 7.0 and Avaya Aura® Application Enablement Services 7.0.

CXM is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.  

As a Technology Partner, CXM is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.  

Avaya Interoperability Application Note:

https://downloads.avaya.com/css/P8/documents/101037067

Quotes:

“Successful completion of compliance testing demonstrates our dedication to the Avaya product line and its customers and is part of our new Version 5.2 release.  Ever since our first customer in 1998, CXM has worked to provide an affordable solution to meet the needs of our customers.” 

-- Robert Irvin, President, CXM

About CXM

Customer Experience Management (CXM) is our name and our company’s focus. The CXM solution provides leading edge workforce optimization solutions for contact centers and enterprise corporate clients. Our intuitive interface and industry leading maintenance program keeps ownership simple, putting an end to surprise upgrade fees or large training costs for new employees. For more information on CXM, call us at 1-866-400-4296 or learn more at www.cxmrecord.com.

Media Inquiries:                                                                   

Crystal Jackson                                                                                                                                  

marketing@co-nexus.com             

View Webinar: Five Key Areas of Compliance for Call Recording

View Webinar: Five Key Areas of Compliance for Call Recording

CXM recorded a webinar on compliance for call recording. Ensuring compliance is a key concern for most organizations. This webinar will include a short overview, live demonstration of benefits of CXM software, and a Q&A session of how our software helps customers enforce regulatory compliance:

  • Notification, CFPB, HIPAA, Dodd-Frank Act and PCI Compliance Concerns

View Webinar Here

Five Key Concerns for Recording Outbound Contact Centers

Five Key Concerns for Recording Outbound Contact Centers

All call recording is not the same, and that is especially true if you have a blended or outbound contact center.  Outbound contact centers have unique technology, compliance rules, and scripting.  These systems are designed to optimize calling to attempt to ensure live connections with the intended recipient.  Being able to easily find recorded calls and deliver them for review, may not just be for quality assurance, but also proof of regulatory compliance.  Here are five key concerns you should know if you want to record outbound calls:


Know how technology works - Most blended contact centers use a separate dialer for outbound calls that may not be from the same vendor as their phone system.  If call recording is only connected to the phone system, recordings are one continuous recording for the entire calling session.  If call recording is only on the dialer, direct dialed or inbound calls are not recorded.  Having a system that integrates to both systems allows you to record all calls on your phone system and sub-divide dialer calls into separate recordings.  It is also important to be able to identify campaigns and other call statistics provided by the dialer.  This is especially important for regulatory concerns.  If you are audited, you want to be able to confidently present all of the relevant calls without providing information or calls that are out of scope.

Regulations can be costly – When taking inbound calls, notification is easily added to the incoming call greeting.  In outbound calling however, the first sound the contact hears is likely the agent.  This means that you have to ensure notification rules are followed.  There are eleven All Party Notification States; the remaining are Single Party notification States.  This means that either one or all of the parties on the call must know they are being recorded.  If you deal with callers across state lines, it is recommended to always provide notification of recording when making an outbound call.  This can take the form of the agent’s script in the call or by using beep tones that signal a recording is occurring.  Some systems also allow you to control recording by area code and you can choose to not record outbound calls for all party notification states.  In most cases, the need to protect the business interest and ensure great service will outweigh any perceived inconvenience associated with giving notification.

Recording data matters - Inbound call data is typically separated by skillset, caller id, or call queue.  Outbound calls are managed by campaigns and dialed number.  As such, your recording system needs to be able to capture the key data associated with the interaction to provide proper reporting.  You may also want to tag recordings with data such as disposition code, allowing you to easily identify successful connects for evaluation.  Your recording system should be able to tag the recording as an inbound or outbound call, so that the associated data can share common fields.  This makes searches across both inbound and outbound calls faster and simplifies reports.

Evaluation forms drive outcomes - When making outbound calls, the first 10 seconds can mean everything.  So the introduction and connecting with the person being called is more critical on an outbound call, that that of an inbound call. This difference in call structure and call plan should be incorporated into your evaluation process.  You also need to make sure how you evaluate the agents matches the goals of the call.  Collections, Sales, Marketing, Appointment Confirmation, and Healthcare calls all have different communication strategies.  As such, the evaluation needs to match that goal.  One example is patient confirmation in an outbound medical call.  In this case, it is important that the call recipient is confirmed as the patient and no information is given that might fall under HIPAA requirements.   This may contrast drastically from a collections call, where the call may quickly transition into collecting information in hopes of finding the contact that may be attempting to avoid paying a bill.  When these two are combined in medical collections, you can see where these objectives can compete.  Carefully reviewing how your evaluation questions drive behavior will ensure you have positive outcomes and stay in compliance.

Business logic identifies key calls – Embedded within quality monitoring software solutions, there are a few business logic tools that can help identify calls for evaluation or further consideration.  Outbound calls have call time length patterns than can be used to quickly isolate successful contacts.  For example, calls over 45 seconds may indicate a successful connection with a correct caller.  By using the minimum call duration feature in the business rules engine, the system can automatically select calls that best fit the profile of a successful call.  Calls that are exceeding the expected call time may be presented into a special review queue to ensure compliance and complete customer satisfaction.  Business rules can also filter out inbound calls that come in on the customer response queue versus general business contacts.   Business rules may also be used in order to control if and when you record internal communications.

Outbound contact centers have unique legal, technical, and operational challenges.  In many cases, government regulations require outbound contact centers to prove compliance.  This can result in a guilty until proven innocent situation, costing companies that cannot prove innocence a lot of money. By recording all calls, businesses can prove their compliance with regulations and their commitment to great service.  For more information on how CXM can help you in your outbound call recording, go to www.cxmrecord.com.

 

CXM v5.2 Helps Clients Optimize Recording Capabilities

CXM v5.2 Helps Clients Optimize Recording Capabilities

HOUSTON, TX  August 11, 2016 -  CXM announces the general availability of version 5.2.  This interim release includes enhancements to optimize network bandwidth utilization mirroring phone system deployment strategies and other network management considerations.
 
The default payload size and commonly recommended IP payload size for phone systems is 20ms.  However, depending on network settings and voice optimization, 10ms and 30ms payloads are becoming more commonly deployed.  CXM has added support for 10ms and 30ms payloads for Avaya, Cisco, and Mitel phone systems.  For Avaya and Cisco, this is supported with either G.711 or G.729 codec.  This enhancement provides a wider range of support to meet our client’s needs, allowing them to choose the deployment methods that best meet their network quality of service requirements.
 
With most phone systems operating on VoIP, there can be network issues that block specific phones voice traffic from the recording servers.  Tracking down these issues can be troublesome and time consuming.  CXM has created enhanced alerting capabilities to report when a call is seen in phone system data, but no audio is presented for recording.  This allows the technicians to quickly diagnose any network issues that might prevent proper recording down to the individual phone.
 
Recording PC screens requires a lot more processing power than recording audio.  For larger centers, keeping track of licenses and load balancing the servers can be challenging.  In this release, CXM now provides load balancing for screen servers.  This prevents clients from needing to define the specific local server; making upgrades, desktop replacement, and agent turnover much easier to manage.  This can also act as redundancy capability, allowing the agent screen recording client to reconnect to an alternative available server if one goes down.
 
CXM has recorded radio transmissions along with call recordings in security and emergency response environments for nearly 15 years.  Typically, these environments include EMS or campus dispatch systems where the calls and radio recordings are all part of the same department.  When there are multiple departments involved, or in outsourced support environments, a desire to control user access to the radio recordings is required.  CXM has now aligned user permissions on radio tower recording with the rest of the business. 
 
Current CXM maintenance customers will receive the upgrade at no charge and should contact the CXM help desk online at support.cxmrecord.com to learn more about scheduling the upgrade.  
  
CXM stands for Customer Experience Management.  Nearly 20 years ago, a client in the financial industry was in need of a call recording solution, but found the available systems to be difficult to use and expensive.  CXM set out to solve this customer’s pain and still drive development around customer needs.  CXM has grown from a recording system to a robust workforce optimization suite. CXM still focuses on one single thing – simplicity. With a simple intuitive interface, CXM delivers results that help our clients protect their business and exceed customer expectations. For more information on CXM, call us at 1-866-400-4296 or learn more at cxmrecord.com.