Blog category - Privacy and Compliance

Imagine a contact center buzzing with genuine connection, where every interaction fosters trust and strengthens relationships. But beneath the surface lies a hidden challenge: navigating the delicate balance between impactful outbound communication and safeguarding sensitive customer data. In today’s privacy-conscious landscape, contact centers walk a tightrope, and missteps can have significant consequences. This blog post

In today’s intricate regulatory landscape, navigating outbound contact center activities without a proper compliance management system (CMS) feels like treading a minefield. From telemarketing regulations like the Do Not Call (DNC) Registry to industry-specific data privacy laws, ensuring adherence can be overwhelming. Thankfully, a well-structured CMS can act as your compass, guiding your enterprise through

Maintaining a healthy cash flow is vital for the success and sustainability of any organization. While attracting new customers and generating sales are important facets of revenue generation, an equally crucial aspect is revenue recovery, or collecting payments from customers who owe you money. This is where an efficient collections department becomes invaluable. As economic

Do you know the secret mantra of any B2C enterprise or contact center team? Ask anyone who cares about revenue generation, revenue collections, or contact center ROI and this is what you’ll hear, “Right customer in the right place at the right time.”  This is the baseline requirement of customer engagement for Sales, Collections, or

Editor’s Note: Updated with new data references as of May 2023 Do you know the secret mantra of any B2C enterprise or contact center team? Ask anyone who care about revenue generation, revenue collections or contact center ROI and this is what you’ll hear: “right customer in the right place at the right time”.  This

This is the last part of our series on what campaign management for customer engagement is and why you need it. So far, we have covered 3 essential functions: Data ingestion and assembly of customer details for sales, proactive service, collections, and retention Creation of multi-touch, multi-channel engagement sequences, including retries and next best actions Segmentation and prioritization of contacts to make the most of limited human resources and time

The number of robocalls continues to increase and has become a drain on time and money. Initially, businesses used automated calls to keep the customer informed upon request; for example, a pharmacy would send notifications on your prescription. However, increasingly, automated calls are being used by illegitimate businesses to scam customers. Furthermore, the COVID-influenced situation

STIR/SHAKEN is around the corner. On June 30th, the rules for showing who is calling will change forever in North America. The way your calls will be presented will dramatically impact the connect rate of your campaigns. Let’s go over the various options for branding your calls.  In its simplest form, your call shows your Caller ID (CLID or ANI). It’s your 10

You’ve probably heard of STIR/SHAKEN. STIR (Secure Telephone Identity Revisited) and SHAKEN (Secure Handling of Asserted information using toKENs) are two standards for telecommunications providers to authenticate and share the trustworthiness of calling numbers. They have been created to combat robot calling and caller ID spoofing. According to Yourmail Robotcall index, over 4.6 billion robocalls

When it comes to preventing data breaches, compliance with contact center regulations is very important. Perfect compliance can’t always guarantee a lack of data breach. But, it’s still the best way to prevent them, especially in this day and age. Keeping up to date with the latest compliance regulations is hard. It’s especially tricky for