Blog

General Data Protection Regulation and Call Recording

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The General Data Protection Regulation (GDPR) legislation comes into effect across Europe on May 25th 2018. GDPR will affect all businesses that process data, both small and large. Under current law call recording is classified as form of data processing, therefore the new legislation will have a massive impact on call recording.

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Complying with MiFID II, all you need to know about call recording requirements

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Recently the EU announced MiFid II (Markets in Financial Instruments Directive), the legislation that regulates firms who provide services to clients linked to ‘financial instruments’ (shares, bonds, units in collective investment schemes and derivatives), and the venues where those instruments are traded.

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Considering replacing MediaSense, MiaRec has got you covered!

Benefit from a special offer from MiaRec, providing a 20% discount on the MiaRec software licenses and a guaranteed smooth and secure data migration from Cisco Media Sense to MiaRec*.

On April 5th, 2017 Cisco announced End-Of-Life (EOL) for Cisco MediaSense call recording solution (EOL date is October 4, 2017).

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How to remain compliant with All-Party Notification for outbound calls

Companies across different market verticals realize benefits of call recording. They use call recording to ensure excellent customer service is provided, improve performance, train staff, resolve disputes over orders, etc.

When it comes to the legal side of using call recording, the main concern is whether organizations must notify all parties of call recoding or if it is enough to notify their employees only.

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Benefits of Call Recording for Debt Collectors

Call recording for debt collectors

Numerous debt collectors utilize call recording solutions for a multitude of reasons. The monitoring of agents and debtor ensures compliance and manages risk on both ends. Call recording is an effective solution to resolve misunderstandings that may arise. It gets straight to the point and avoids any escalation of disputes. Performance of agents are meticulously monitored to guarantee quality calls and ensure regulations are being thoroughly followed.

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Know When to Get Consent Before Call Recording

Call recording is utilized across the United States and globally for many reasons. To sustain proof of conversations, ensure compliance with regulatory standards are met and quality service is delivered. Each state law requires either a One-Party consent or All-Party consent. Some countries will have varying differences in law.

One-Party Consent

One-Party consent states that if you are included in the conversation, you have the right to record. It is not mandatory to inform anyone else in the conversation.

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How to effectively use call recording to coach and train contact center agents

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Nowadays, it is nearly impossible to call a contact center without hearing a well-known phrase: “Your call may be recorded and monitored”. Contact centers are primary using call recording to monitor and improve agent’s performance, enhance customer service and comply with regulatory requirements.

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Top 10 phrases to use in customer service

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In a customer service environment the right language is truly important. If we are talking about sales calls it is even more important. Certain words and phrases can have a huge impact and either make or break the whole impression and the way a customer feels about your business.

Looking for an inexpensive way to improve your customer service? Here are 10 phrases that will make your customers feel loved and appreciated.

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Call Recording: 5 ways your company can benefit

Call Recording for Businesses

Companies are using call recording in a variety of innovative ways, to address a variety of business needs, including legal documentation and protection, order verification, dispute resolution, and customer-service enhancement. It’s also great for training and supervising new employees and generating sales leads. Always an essential tool in the contact-center industry, call recording has proven itself useful in a wide variety of business environments.

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HIPAA compliance for contact centers

Healthcare

HIPAA compliance for contact centers has been an important issue for every healthcare organization since legislation relating to the security of protected health information (PHI) was enacted in the Health Insurance Portability and Accountability Act (HIPAA) in 2013.

HIPAA affects all types of healthcare providers, such as hospitals, physicians, dental offices, pharmacies, as well as healthcare clearinghouses and health insurers.

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