The Importance of TCPA Compliancy in 2018 and the Fines Paid When Violation Occurs
When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones. This law was passed by Congress to regulate the use of auto-dialers and prerecorded messages. Fast-forward to 2018 where the CDC reported that 50.8% of American households are now wireless only when it came to phone service. Research also states that 95% of Americans own a cellphone. This significant increase in mobile device ownership and the sharp decrease in landlines provided a huge opportunity for telemarketers to launch unauthorized campaigns. To this regard the TCPA [...]
FIVE Issues Facing Call Centers in 2018
In today’s modern business environment the digital transformation has reshaped the global economy through artificial intelligence and cloud-based platforms that enable customers to communicate with businesses in a real time basis. This new way forward has forced traditional call centers to overhaul their legacy call center systems in order to remain competitive in the global call center marketplace while maintaining customer expectations that are constantly evolving. The five challenges call centers face today include a mixture of traditional problems combined with issues associated with the digital transformation and web-based call center software. Legacy Call Centers Systems: Outdated infrastructures require [...]
