Author: Faithe J. Day, Ph.D.

Monitoring call quality and agent performance is crucial for customer satisfaction in a call center. Call center monitoring allows you to record or listen to calls to aid in evaluation, assessment, and feedback. In recent years, we have also seen improvements in call center quality monitoring due to artificial intelligence (AI) features that automate the…

Whether you provide in-person or virtual healthcare services, upholding the Health Insurance Portability and Accountability Act of 1996 (HIPAA) standards is important. Therefore, the best HIPAA-compliant VoIP phone systems focus on data privacy and protecting electronic health records by safeguarding sensitive information during patient intake, sending updates on care plans, and conducting virtual visits. After…