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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...
STIR SHAKEN, often referred to as SHAKEN/STIR, is a series of protocols and procedures that help carriers validate the authenticity and legitimacy of a caller through an identity token...
The August 20 case of Odom vs ECA Marketing proves that ONE prerecorded call to the wrong person is enough to prove a WILLFUL violation of the TCPA. Read...
A new report unveils just how much how social media affects customer support and how consumers are gravitating toward their preferred platforms in order to interact with the brands...
A model of contact center productivity based on advice from some of the top leaders in the market. Learn how to manage a call center efficiently in 4 steps:...
The most important skills a call center agent should have are soft skills. For both an inbound and outbound agent, knowing how to communicate with the customer is crucial...
Exploring how to stay productive as a business and as a contact center after the Pandemic. The answer is elevating your customer experiences and investing in, rather than slashing...
Looking at how the global economic recession will affect us all, before zooming in a bit on the consumer again. Studies show a shift in consumer psychology - how...
A short outlook of the post-COVID world centered on the economic and customer experience aspects of it as chief indices for maintaining productivity in the workplace moving beyond 2020.
More and more companies are deciding to adopt a permanent work from home policy. What are the main drivers? Advantages? Disadvantages? Find out now!
Market predictions show a steady 3% growth in the Contact industry by 2023 thanks to high-tech solutions that are bringing the industry into the virtual age.
The amount of legislation on caller ID spoofing has made it ambiguous at best. At first, you’d say it’s illegal, but there are specific instances when it’s not. In...
There was a total of 52,458 scam reports in the first 5 months of 2020 with a total fraud loss of $38.59M. Current events are only fueling more scams...
The omnichannel approach is an industry standard right now, but how does it compare to multichannel? What are the differences between the two? Is one better than the other?...
It seems like congress can almost unanimously agree on something - their bipartisan hate for spam calls. In a recent crackdown on this type of scammers, the TRACED Act...
In December 2019, Gov. Cuomo signed a bill into law prohibiting unsolicited sales calls during state-wide emergencies. A state of emergency regarding the novel Coronavirus (COVID-19) was declared on...
With many people unable to present themselves to the physical locations of their providers, call center scams are rapidly gaining popularity.
One of the most important aspects of any business is to know how to connect with people, and given today’s technology, how to humanize digital interactions. Behind every business,...
When a customer's got you down, you have to make an effort to get back up! We've got the best de-escalation techniques for customer service. Also, lots of advice...