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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...
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.