Contact Center Compliance

Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording. According to a Reuters report, 70% of...

Regulatory compliance is a critical issue for any organization that provides products or services to the public. This is particularly true in the United...

The Federal Communications Commission (FCC) has a new set of rules covering the rights of consumers to not be reached by companies without their...

The U.S. Federal Communications Commission (FCC) oversees powerful laws and regulations impacting the call center industry, notably the Telephone Consumer Protection Act (TCPA). So, call...

2022 has been a pivotal turning point in the age of sales, risk, and technology. Traditional business-to-business (B2B) selling strategies, through inside contact centers...

Canada has a strong customer service culture, enabled and supported by contact centers. Canadians are noted—and perhaps stereotyped—for their patience and tolerance. For example,...

As I write this on January 20, 2021, Joseph R. Biden is being sworn in as our 46th president. Turning the page to the...

Think about this. 2020 has (thankfully) come to an end, but the rapid and largely unrestrained spread of COVID-19 has upended our normal way...

Legal disclosures are everywhere—almost to the point of ad nauseam. They are found in everything from prescription drug ads that feature absurdly long lists...

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through...

When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones....