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
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
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
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
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
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
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
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
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
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
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