The U.S. – Canada Compliance Gap
Email sits at the center of customer service in Canada. Renewal notices, account updates, service alerts, appointments, and payment reminders all depend on it.
Email...
Top 5 Posts in October
Welcome to October's Top 5 Blog Posts. To begin, Pablo explains how to successfully implement AI in our centers, where the first big step...
Rethinking Outbound
The relentless surge of robocalls has inundated Americans to the point of exhaustion. In 2024 alone, we estimate that Americans received more than 70...
SPECIAL REPORT: Supreme Telemarketing Changes?
U.S. telemarketing laws are being disrupted thanks to a series of critical court decisions that will very likely affect how contact centers manage contacting...
The Competitive Advantage of 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...
Steering Through Europe’s Regulations
Regulatory compliance is a critical issue for any organization that provides products or services to the public.
This is particularly true in the United...
Understanding FCC’s New Rules
The Federal Communications Commission (FCC) has a new set of rules covering the rights of consumers to not be reached by companies without their...
Unpacking the Recent FCC Rulings
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...
5 Ways to Manage Risk
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...
Understanding (And Complying With) Canada’s Laws
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,...
Biden Administration Impact on Contact Centers
As I write this on January 20, 2021, Joseph R. Biden is being sworn in as our 46th president. Turning the page to the...
Legal and Regulatory Developments in 2020—and What to Expect in 2021
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...
Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships
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...
Thwarting Thieves and Hindering Holiday Hackers
Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through...
TCPA Compliancy: Predators and Fines on the Rise (What You Need to Know to...
When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones....
