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At the end of November, the debt collection industry as a whole is in for some major compliance changes. We are talking, of course, about the famous Reg. F,...
Last month, the FCC identified a new front in the ongoing war against unwanted robocalls. This time, the commission set its eyes on the rise of robotexts, and we...
The CS Week event is a good occasion to take the pulse of the industry. The 2020 pandemic showed us the weak links in our technological workflow and forced...
More numbers are here: a recent report showcases just how much the pandemic changed the remote contact center - all digital channels have jumped in 50% of call centers....
This time, among some of the more traditional development projects, the bill directs a staggering $65 billion towards improving the internet infrastructure nationwide. Let’s see what are the two...
The new Florida Bill SB 1120, updating the “Florida Telemarketing Act” and the “Florida Do Not Call Act” has been in effect for just over one month now, since...
As we entered the age of big data and made the shift from the call center to the contact center industry, resource management became one of the most important...
Choosing a service provider is probably one of the most important business decisions a call center owner will make. If you happen to be in the market for a...
A lot of people in the call center industry still struggle to understand what STIR/SHAKEN is, how it is supposed to work and how to prepare for the moment...
Local caller ID is one of those things that few people tell you about when you enter the contact center industry. We're here with insider info on how contact...
No doubt, the debt collection industry is entering a new era. The 2020 FDCPA update represents a major paradigm shift for the US debt collection industry and for the...
Do you know what a customer-centric call center actually means? Do you know how to build a company truly focused on customer satisfaction and CX?
Call center customer service has a strong bearing on customer satisfaction and your business as a whole. In Walker’s 2013 “The Future of B-to-B Customer Experience” study, the consulting...
A job in sales is fun, engaging, and dynamic. But nobody said it is easy. This is why we wanted to share some tips and tricks to offer the...
The Contact Center job market has always been very dynamic. But in the last year or so, the trend seems to only go one way. As opposed to other...
The 2020 crisis created a business environment where managers are forced to navigate their teams through uncertain waters. The contact center industry is no exception. Adapt your business to...
AI is advancing at a rapid pace. Big Tech is moving into the contact center space with innovative AI solutions. How will this change the industry? Is contact center...
Why are call centers still working in offices? There are complex reasons there but here's why they need to make the switch to remote as soon as possible! We...
The FCC is moving forward with its Second Report and Order on how to implement the TRACED Act and STIR/SHAKEN caller ID authentication technology. We review the current fact...
The ACA together with several industry partners penned a joint comment letter urging the FCC about ensuring effective redress options for lawful callers. Learn the details, including the proposed...