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Connect First Blog Posts

Creating the Dynamic Contact Center

Posted by Linda D. on Jun 2, 2015 9:07:17 AM

A Customer Service Quest

11 years ago, one of our employees departed on a spiritual quest into the nearby Rocky Mountains with a single goal: to wander through the wilderness until he discovered the true secret to customer service in a dynamic contact center.

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Topics: Reporting, Customer Journey, HIPAA Compliance

A Fresh Look at the Recovery of the Outbound Market

Posted by Donna F. on Apr 29, 2015 1:35:59 PM

A few years ago the outbound dialing market was written off as “dead.” The Do Not Call (DNC) Registry of 2004 in the US, and similar regulations and requirements in other parts of the world, seemed intent on preventing companies from using outbound dialing solutions to reach their customers. While this interpretation was justified, it wasn’t the true goal of these regulations.

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Topics: Guest Blog, TCPA, Compliance Technologies, Do Not Call, HIPAA Compliance

Gear Up for HIPAA Phase II in Your Contact Center Reporting

Posted by Rob S. on Apr 7, 2015 10:46:34 AM

The U.S. Department of Health and Human Services Office for Civil Rights is about to release several key updates to the Health Insurance Portability and Accountability Act (HIPAA) of 1996.

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Topics: Contact Center Reporting, HIPAA Compliance, Security/Compliance, Trends & Insights

Five Tips for Achieving HIPAA Compliance in Your Contact Center

Posted by Rob S. on Mar 3, 2015 12:18:15 PM

As a provider of healthcare services, protecting your patients’ private information in your contact center is one of the most important responsibilities that you have. When customers submit personal information to your organization, like names, social security numbers and contact information, they do so trusting that you’ll enforce every possible safeguard to prevent the data from falling into the hands of unauthorized third parties.

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Topics: Contact Center, HIPAA Compliance, Security/Compliance, Trends & Insights

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