By Rich Hamilton Over the years, as a PACE Customer Engagement Compliance Professional (CECP), I have audited dozens of companies for their compliance with telemarketing … Read more
By Rich Hamilton Does the Telephone Consumer Protection Act (TCPA) confuse you? If so, you are not alone. This past July, the Federal Communications Commission … Read more
By Donna Fluss The Health Insurance Portability and Accountability Act of 1996 (HIPAA) and its impacts are felt by Americans almost daily. From the HIPAA … Read more
By Rob Schneider The contact center industry is inundated with regulatory requirements, yet maintaining compliance is critical for business success. Ensuring compliance isn’t easy with … Read more
By Donna Fluss Recent changes in outbound dialing legislation and consumer protection regulations – specifically changes to the Telephone Consumer Protection Act (TCPA) – have … Read more
By Abena Sanders Horton The Fair Labor Standards Act (FLSA) of 1938 is a federal wage and hour statute that transformed the American workplace from … Read more
By Bill Johnson It’s a fact of business life: Every company and organization must meet regulatory compliance with governmental and other trade organizations. And they … Read more
By Kristyn Emenecker Today’s call centers hold great promise. This data intensive environment has the potential to yield insights for differentiated service, customer loyalty, and … Read more
An Interview with Dean Garfinkel It’s hard to believe that it’s already been a decade since the National Do Not Call (DNC) Registry was established. … Read more
By Rich Sadowski Companies across the healthcare industry have started collaborating with virtual contact centers in an attempt to operate more efficiently while still offering … Read more