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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...
How to Implement CCPA

How to Implement CCPA Without Impacting Customer Service

One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily...

Consumers Demand More Data Privacy Protections—California Responds

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau,...
Protecting Customer Data in the Contact Center

Protecting Customer Data, Part 3: Shining a Light on Dark Data

Hoarding data has been the standard practice for most businesses for years. Whether it’s customer data, email, survey data, presentations, reports, zip files, log...

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....
Contact Center Pipeline Blog