Archive for the 'Compliance' Category


5 Benefits of Call Recording for Today’s Call Centers

Published under Call Centers,call recording,cloud-based,Compliance on

Call recording offers numerous benefits, many of them consumer-facing. Consumers who desire better interactions should know that call recording is a driver behind reducing hold times, increasing first call resolutions, and using data to resolve problems, faster. The benefits are a win-win situation for both consumers and businesses. Call recording directly impacts expense reports, call center efficiency, and business operations….
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Five Award-Winning Features of TCN Platform 3.0

Published under Business Intelligence,Compliance,TCN Features,VocalRx on

Every year, the Technology Marketing Corporation (TMC), a global, integrated media company, awards the best of the best in teleservices, customer relationship management (CRM), and call centers. TCN gladly received one such award, the 2017 CUSTOMER Product of the Year. The award recognizes TCN’s efforts to improve the call center, which, in turn, enhance communications between organizations and their customers…
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Happy Call Center Agents are TCPA Compliant Agents

Published under Agent Efficiency,Compliance,TCPA on

Call center rules and regulations for agents sometimes feel like a list of “thou shalt not’s.” Managers receive directives from federal and state governments. They, in turn, command call center agents to avoid certain practices and adhere to guidelines found within the Telephone Consumer Protection Act (TCPA), the Health Insurance Portability and Protection Act (HIPAA), and the Payment Card Industry…
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Five Takeaways from ACA International Spring Forum and Expo

Our Executive Account Manager Mike Gray recently attended the ACA International Spring Forum and Expo in Las Vegas. He came back with all sorts of ideas gleaned from the forum’s keynotes and breakout sessions. He also returned with some takeaways. A few were surprises. Others were expected. Regardless, all affect call center operations specifically and communication generally. We share his…
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The Three Scariest Compliance Outcomes in Call Center History

Over the last decade, the number of filed Telephone Consumer Protection Act (TCPA) claims has increased. The reasons vary, but the common threads are two. One, consumers desire to protect their privacy and are much more aware of their rights. Two, businesses and organizations appear to have conducted calls and other communications in violation of the call center regulations set…
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Will Outbound Call Automation Help My Call Center?

Published under Call Centers,Compliance,Outbound,TCPA on

Outbound call automation holds benefits for call center agencies and companies with a call center department. However, many executives worry that the tactic will rain down the wrath of consumers, the Federal Trade Commission (FTC), and the Federal Communications Commission (FCC). Perhaps you share that concern. You have a right to. Changes with the Telephone Consumer Protection Act (TCPA) and…
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The Top 7 Security Trends in the Call Center Industry for 2017

The call center, be it a department or agency, works with data every minute of every day. Thus, it cares deeply about data security and privacy. Safeguarding information ensures the organization’s longevity. Customers, clients, and patients, after all, won’t stay long with an organization that fails to keep their personally identifiable information (PII) private and secure. Here are seven trends…
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Avaya’s Bankruptcy: Lessons in Future Proofing and Stable Scalability

Published under Call Center Solutions,Cloud Technology,Compliance on

If you own a call center agency or oversee a customer service department, you may have used Avaya or followed news about the company. Avaya, a longstanding titan in the call center space with an especial focus on on-premise telephony technology, has filed for Chapter 11 protection. The company’s treasurer, John Sullivan, says the move is calculated and designed to…
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Part 2: How Could the New Administration Affect Debt Collection and TCPA Compliance?

In our previous post, we discussed how net neutrality and privacy laws could affect call centers and call center technology, including cloud-based call center platforms. This week, we take a closer look at debt collection and TCPA compliance. Could the new administration affect them? A distinct possibility exists. Ajit Pai, the acting Federal Communications Commission (FCC) Chairman, opposes the current,…
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Part 1: How Could the New Administration Impact Net Neutrality and Consumer Privacy?

Published under Collections,Compliance,Customer Service,TCPA,VOIP on

Anyone involved in telemarketing or collections wonders what the new administration portends for the Federal Communications Commission (FCC). It’s an admissible concern. The FCC governs national and international communications on a number of channels, so changes to it could hugely impact call center regulations and practices. The most pressing issues number two: 1. Net Neutrality and Consumer Privacy 2. Robocalling…
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