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 over-do 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 Healthy is Your Quality Monitoring in the Contact Center?

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When was the last time you did an in-depth analysis of technology in your contact center? Software and hardware are constantly being updated by manufacturers and it’s easy to get stagnant in your current solution. With all of the different options available it can be overwhelming to make a move to a new vendor or even to upgrade.

Here are a few questions you should evaluate to see if you might need to change your vendor:

  • Do you utilize cradle to grave recording?
  • Can your current recording capture your companies mini-Miranda with agents call?
  • Are you able to block recording on outbound calls to certain two party states by area code?
  • Are you able to record teleworkers?
  • Can you easily live monitor audio & screen?
  • Do you have the ability for a watch list setup for new agents?
  • Are you able to view agents’ notes entered on recorded call and easily searched?
  • Do you have a need for 2 way radio recording?
  • Can your supervisor take control of a call & agents desktop to provide great customer service?

If you are not currently taking advantage of some of pertinent topics listed above then you may be losing money and efficiency in your contact center. CXM makes it easy to upgrade your contact center technology. We’d love to talk to you more in depth about how to improve productivity in your company. Reach out to us here for more information.

If You Don't Record Sensitive Data It Can't Be Stolen

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PCI compliance is a regulatory standard for any company taking payments from customers using credit or debit cards. It involves a plethora of rules and regulations. If a company takes a customer’s sensitive information and then it’s stolen, the business that captured the information could be subject to major fines. There are easy ways to accomplish compliance when recording calls or capturing screens. Here are four ways CXM provides solutions to customers to minimize the threat of a security breach:

  1. Restricted access to data
  2. Disk and network encryption
  3. User security and audits
  4. Credit card muting

If you can’t hear it or see it, it can’t be stolen! Being able to automatically triggers start and stop to effectively pause recording of screens and voice allows CXM’s customers to maintain PCI compliance. Ensuring sensitive data is not being stored also assists with adherence to regulations. If you are interested in learning more about how CXM helps customers easily accomplish PCI compliance reach out to us here!

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.

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

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.