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Contact centers in which representatives heavily use applications such as CRM applications must look into desktop analytics to supplement call recording, as otherwise managers won't get insights into how representatives are communicating with the CRM system, just the customer. Contact centers that handle payment card info will need a solution that supports file encryption and/or masking of this information, and they may need speech or text analytics as well in order to find payment card information in taped interactions.

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This explains why call recording software is the top user-requested function for call center software application purchasers that have actually called us. It's also one of the top 6 user-requested functions for Vo, IP buyers we have actually communicated with who are looking for a brand-new service.

NAHU DISCUSSES MEDICARE FINAL RULE WITH CMS "We have actually received many questions recently regarding the Medicare final rule that needs agents to tape-record telephonic discussions with recipients beginning October 1. Today, NAHU talked with CMS authorities from the Department of Surveillance, Compliance & Marketing to get more insight into the scope of the last guideline's requirements for taping beneficiary call.

The wording of the guideline referrals "marketing" calls, however NAHU confirmed that CMS interprets "registration" as "marketing."  Answers Shown Here  that representatives walkthrough with their customers are also subject to taping. SHIPS are exempt from the guideline. There does not appear to be an audit plan in location to confirm compliance.

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Beneficiary frustration is not usually with their representative of record; it is with call centers that obtain beneficiaries to switch plans that do not necessarily satisfy their needs. Therefore, our company believe the requirement ought to be on call centers, not on agents and brokers with recognized relationships with their Medicare clients.

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We agreed to link once again in the next couple of weeks to talk about even more the FMO role and a meaning of independent agent that may offer them enough factor to sculpt out independent representatives from this requirement. They likewise seemed happy to reassess representatives with an ongoing relationship with recipients as their agent of record as part of their present book of business.