Level the Playing Field
By Wayne Scaggs Sometimes we do not have a choice. No matter what we do, things happen and we don’t have any input – or … Read more
Legal Articles
Creating Signed, Written Contracts Over the Telephone
By Brett S. Krantz, Mark D. Rasch, and Melissa A. Yasinow At stage left we see Jack Smith, the sales representative for Crown Corp., sitting … Read more
When the EEOC Comes Knocking…
By Abena Sanders As a call center manager, finding an Equal Employment Opportunity Commission (EEOC) charge in your inbox may cause fear and confusion. Is … Read more
FCC Amends Telephone Consumer Protection Act Regulations
By Michele Shuster The Federal Communications Commission (FCC) approved a Report and Order on February 15, 2012, that adopts significant amendments to its Telephone Consumer … Read more
Avoiding a Million Dollar Mistake
By Matt Rocco In 2007, a large clothing corporation made a blunder that cost them $107 million in lawsuit payouts. In August of this year, … Read more
Are Call Centers the Weak Link in PCI Compliance?
By Gary Palgon and Cameron Ross Call centers that accept credit card numbers not only have an ethical obligation to protect sensitive customer information, but … Read more
Call Center Fraud: The End Is Near
By Dennis Adsit The damage to a company’s reputation from agents stealing credit card information is a serious threat. Further, companies are constantly trying to … Read more
A Multimillion-Dollar Trap: Recording Customer Service Calls
By Perrie Weiner, Edward Totino, Joshua Briones, Ana Tagvoryan A company’s success hinges on the quality and efficiency of its customer service. For businesses that … Read more
Navigating the Slippery Slope of Call-Recording Compliance
By Tony Procops The laws, regulations, and stipulations surrounding call recording are tenuous at best. In many cases, it is hard to find specific language … Read more
Achieving PCI Compliance Begins with a Plan: Steps to Manage Your Sensitive Data
By Ed Kawecki Given all the advanced communications technologies that have come on the market in the past fifteen years, there is no easier or … Read more