NobelBiz | Webinars

STIR/SHAKEN for Call Centers

Everything You Need to Know as a Call Center Manager

Premiered | Wednesday, Apr 7th, 2021 | 10am PDT / 1pm ET

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Summary:

At this point, we can hardly imagine there is a single person in the call center industry that has not heard about STIR/SHAKEN.

However, the technical intricacies and legal consequences of how STIR/SHAKEN is supposed to work have rapidly covered the subject in a thick layer of FUD. But time waits for no one, and come June 30th 2021, STIR/SHAKEN will be enforced on a national level.

This is why the general focus of this webinar will be to clear some of the confusion around STIR/SHAKEN, from a call center perspective. In particular, the objective of the webinar will be to answer two generic questions:

  1. How will STIR/SHAKEN affect call centers and other call originating businesses?
  2. How can call centers prepare for STIR/SHAKEN?

Few are those that really understand how STIR/SHAKEN works and are able to offer sound advice on how to best prepare for this. And Rebekah Johnson is definitely one of those few.

Guest: Rebekah Johnson

Rebekah Johnson is the industry’s leading expert in establishing trust in omnichannel communications through Numeracle’s Entity Identity Management™ platform. With over ten years of regulatory government and compliance experience, businesses have leaned on Rebekah’s expertise to guide them through the evolving complexities of maintaining successful call delivery and positive brand reputation in a changing ecosystem.

Rebekah is an active member of the FCC Hospital Robocall Protection Group, Chair of the Enterprise Communications Advocacy Coalition, and also represents the voice of the enterprise through her leadership on the ATIS IP-NNI Task Force, co-author of the SHAKEN standards. Prior to founding Numeracle, Rebekah served on the FCC’s Robocall Strike Force on behalf of the Empowering Consumer Choice Working Group.

Host: Christian Montes

Christian Montes PortraitHost of the First Contact – Stories of the Call Center where he interviews leaders from the contact center industry, in search of new insights, tips and stories.

Host of the NobelBiz | Webinar Series which brings top leaders in the industry together to discuss important topics and share best practices.

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In this webinar you will learn:

1. Who needs to worry about STIR/SHAKEN? Who are the key players in the telecom industry that need to take action to see STIR/SHAKEN implemented in a timely manner?

2. Who needs to comply with what? From service providers to call originators and call centers, the implementation of STIR/SHAKEN needs to be will take a joint effort.

3. What compliance really means for Call Centers? Let’s define what compliant means when we talk about STIR/SHAKEN and how can a call center manager make sure he is up to date with all the legal requirements.

4. STIR/SHAKEN Impact on Call Center KPIs. We will discuss the way in which the various KPIs might change with the enforcement of STIR/SHAKEN the impact this might have on a business level.

5. Levels of Attestation from a Call Center perspective. We’ve all heard about the infamous A, B and C STIR/SHAKEN levels of attestation. We will learn what are the requirements for all of them, what are the consequences of having one over the others and what you need to do for level A.

6. Addressing Misconceptions. There are a couple of critical misunderstandings that we need to clarify, if we want to have a clear view of STIR/SHAKEN and its impact on call centers.

7. What are Delegate Certificates and how do they work? We will get just a little bit technical when addressing the delegate certificates because they will have crucial role in regulating call traffic for call centers.

Webinar Overview:

Title: Solutions for Turnover, Technology & Culture: a Crisis-proof Call Center

Date: Wednesday, Apr 7th, 2021

Time: 10am PDT / 1pm ET

Duration: 30 min.