News and resources from the CONTACT CENTER INDUSTRY
Steven Michael Bederman
Disruptive Content Creator. President at NobelBiz. Author. Titan 100 Colorado
If you want to be an insider in the contact center industry, Gamechangers is perfect for you. This is a compilation of incredible articles and comments from top experts and industry leaders that give you amazing advice and insightful information about the call center experience.
The FTSA’s current autodialer definition includes any system that automatically dials OR selects a number to be called. This makes click-to-dial systems and everything but the most sophisticated human selection dialers subject to the FTSA’s harsh $500.00 per call statutory penalties–with no EBR protections.
On the other hand, if the definition was changed to use the word “AND” in place or OR, then only true automated dialers that both select and fire away at numbers automatically would be subject to the statute.
The basic philosophy of self-service is that individuals should be empowered to achieve their goals rather than relying on contact center agents for assistance. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries. Looking at the contact center industry, self-service is the practice of making information available to customers through automated means, such as web-based portals, chatbots, automated phone systems, etc
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Use-Cases, Strategies, Challenges, and Solutions
Based on a collection of recent managerial research — involving thousands of companies and analyses of millions of customer data points from the American Customer Satisfaction Index (ACSI) — here are the areas leaders should focus on to create and manage compelling customer experiences throughout the customer journey:
One of the less-known aspects of TCPA compliance is the concept of personal liability. This means individuals in a contact center can be sued on a personal basis, not just on a company basis. Learn more about it from our latest BizUncut season, where we had as a guest the brilliant compliance mind - Dan Greenwell from Customer Dynamics.