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Blog.

Why You Need To Track Compliance In Your Call Center

8/4/2020

 
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​Future Internationale was fined €500,000 in November 2019 for infringing the EU General Data Protection Regulation (GDPR) by failing to implement clients’ opt-out requests and recording excessive comments during cold calling campaigns.

The Commission Nationale de l’Informatique et des Libertés or CNIL, the data protection authority in France, signaled that companies must inform their prospective customers about their rights while cold calling and allow them the option to access the company’s privacy policy via phone or email. Companies also need to be conscious of the information they provide consumers and the comments that they record.

In light of the increase in data privacy breaches in the past few years, governments are looking to enforce more regulation around the recording of data. A typical data breach can cost a company $3.6 million. It can be challenging to keep up with the changes, but here are some of the key regulations that call centers must comply with.

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Calls Analytics Explained: Topics Classification

6/30/2020

 
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You've dedicated resources to building out detailed customer FAQs and chatbots in an effort to decrease calls to your overwhelmed customer service agents and reduce costs, but the number of calls never seems to drop.

Customers are still calling in all the time. 

If this is happening to you, you may need to understand why customers are calling you before you know if your efforts are addressing their problems.
If customers have issues about payment, but you've updated your FAQs and prepared your chatbots to respond to questions about shipment and delivery, no wonder they're calling - they can't find the answer!
Call analytics software can help you do topic classification to find out what type of calls you have and the top complaints or questions customers are calling in about.

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Analyse Psychological Needs in a Human Speech

12/30/2019

 
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If you regularly analyse customer data, you’ll know how challenging it is to interpret them.

Businesses receive tons of customer data through phone calls and focus groups. Many also don’t know how to make sense of the data because speech simply can’t be nicely fit into spreadsheets or dashboards.

That’s where speech analytics come in.
NeoSound Intelligence specializes in using artificial intelligence and machine learning to understand what people say and how they say it and turn this into data for you.

One of our key breakthroughs in 2019 has been the ability to classify speech fragments into categories. Our clients have used this for market analysis, focus group polls, and customer call analysis.

Let’s take Greta Thunburg’s UN speech for example. She was named TIME’s Person of the Year 2019 for inspiring a global movement to fight climate change.

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Turn calls into revenue!
NeoSound Intelligence B.V. is an ​AI tech company providing call centres with speech analytics solutions.​
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NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
The Netherlands
[email protected]
‭+31 70 700 6169​​​​ 
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Turn emotions into revenues!
NeoSound Intelligence B.V. is een AI-tech bedrijf dat call centers voorziet van oplossingen voor spraakanalyse.
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John M. Keynesplein 12
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con[email protected]
‭+31 70 700 6169​​​​ 
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NeoSound Intelligence ist ein KI-Technologieunternehmen, das  Sprachanalyselösungen anbietet.​

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NeoSound Intelligence B.V.
John M. Keynesplein 12
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¡Convierta las llamadas en ingresos!
NeoSound Intelligence es una empresa de tecnología de Inteligencia Artificial que proporciona a los centros de llamadas soluciones de análisis de voz.
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