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 8 000+ nationwide firms.

Two right-wing voter intimidation robocallers from Michigan, Jack Burkman and Jacob Wohl, turned themselves over to Detroit police. They had been operating for several years, making approximately 85,000 robocalls in which they used people's fears to deter them from voting.

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 the entire contact center niche to reinvent itself in order to survive. Let`s see how the future looks like and what can we do, as a community, to ensure our long term success.

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 industries, contact centers all over the world migrated in droves towards the work-from-home model. In present days, companies started hiring almost exclusively remote agents.

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 AI taking over? We're giving you an in-depth look at the facts, right here.

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 sheet in detail and present changes in order.

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 took a look at how and why executives are putting off making the ultimate decision to work from home.

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. What will be the driver for success in the remote contact center? Let's explore together.

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 measures and the future legal timeframe inside.

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 about it, see how it all happened, and read how you can best guard your business.