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.
A new report unveils just how much how social media affects customer support and how consumers are gravitating towards their preferred platforms in order to interact with the brands they need support from. It's a huge shift in the industry - are you ready?
Taking a look at the roots of the rise in illegal robocalls and analyzing all possible solutions.
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 in the virtual age.
