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23 November 23, 2020

The FDCPA and the (Un)forbidden Fruit of Omnichannel

2020-12-04T14:47:56+02:00

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.

The FDCPA and the (Un)forbidden Fruit of Omnichannel2020-12-04T14:47:56+02:00
19 October 19, 2020

Busted! Voter Intimidation Robocallers Turn Themselves In

2020-10-19T16:16:21+03:00

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.

Busted! Voter Intimidation Robocallers Turn Themselves In2020-10-19T16:16:21+03:00
12 October 12, 2020

Crisis Is the Best Teacher: the Future of the Contact Center Industry

2020-12-16T19:06:04+02:00

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.

Crisis Is the Best Teacher: the Future of the Contact Center Industry2020-12-16T19:06:04+02:00
6 October 6, 2020

Remote Work Enthusiasts, Rejoice! New Opportunities in the Contact Center World

2020-10-06T13:54:36+03:00

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.

Remote Work Enthusiasts, Rejoice! New Opportunities in the Contact Center World2020-10-06T13:54:36+03:00
29 September 29, 2020

Is Contact Center AI Taking Over? Let’s Look at the Facts

2020-09-29T15:42:09+03:00

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.

Is Contact Center AI Taking Over? Let’s Look at the Facts2020-09-29T15:42:09+03:00
21 September 21, 2020

STIR/SHAKEN Implementation Moving Forward with Next Steps

2020-09-21T14:07:12+03:00

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.

STIR/SHAKEN Implementation Moving Forward with Next Steps2020-09-21T14:07:12+03:00
21 September 21, 2020

Call Center Industry Overview During COVID-19 | A Review

2020-09-21T15:07:30+03:00

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.

Call Center Industry Overview During COVID-19 | A Review2020-09-21T15:07:30+03:00
15 September 15, 2020

50% of Call Centers Cite Jump in Digital Channels During Pandemic

2020-09-15T13:24:05+03:00

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.

50% of Call Centers Cite Jump in Digital Channels During Pandemic2020-09-15T13:24:05+03:00
8 September 8, 2020

FCC Urged to Protect Lawful Callers

2020-09-08T13:23:58+03:00

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.

FCC Urged to Protect Lawful Callers2020-09-08T13:23:58+03:00
31 August 31, 2020

One Bad Call Is Enough to Get Sued and Lose | Reviewing Odom vs ECA Marketing

2020-09-01T12:58:12+03:00

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.

One Bad Call Is Enough to Get Sued and Lose | Reviewing Odom vs ECA Marketing2020-09-01T12:58:12+03:00
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