Top Phone Scams of 2020

December 30, 2020

Top Phone Scams Targeting Consumers in 2020

While phone scams dipped at the beginning of the COVID-19 pandemic, they are on the rise yet again despite increased legislation and call authentication efforts. These are the top phone scams that plauged consumers in 2020.

Rich Call Data Trail in STIR/SHAKEN

December 23, 2020

Rich Call Data Sees First Trial in STIR/SHAKEN Call

Rich call data is the latest evolution in caller ID systems. Using STIR/SHAKEN technology, originating service providers can now transmit a business' caller ID information more accurately and streamlined to consumers.

Robocall Legislation in New House Bills

December 16, 2020

Robocall Legislation Expanded With 3 New House Bills

Legislations geared at improving communication systems in the United States might help combat robocalls as well. 3 new Bills have been brought to the Senate, mostly aimed at expanding and improving communication infrastructure for US consumers.

Call Authentication Chain of Trust

December 9, 2020

How Call Authentication Chain of Trust Works

Call authentication with the STIR/SHAKEN framework has many moving parts. The chain of trust between entities forms the bonds that hold authentication together. Authentication grades are provided based on the validity of data relayed between telecom authorities.

Enterprise Call Spoofing Targets Consumers

December 2, 2020

Enterprise Call Spoofing Targets Consumers With Personal Data

Call spoofing has been plaguing busineses and consumers alike in recent years. However scammers are becoming more keen on their tactics. Using information acquired from data breaches, enterprise call spoofing can target victims more precisely, resulting in greater losses from consumers and confusion for businesses.

Improve Call Center Contact Rates

November 25, 2020

6 Tips to Improve Your Call Center’s Contact Rates

Contact rate is perhaps one of the most critical KPI for call center managers to monitor. This can indicate misconfigurations in your dialing systems or campaigns. Additionally, bad numbers can be attributed to poor contact rates in an outbound campaign.

FTC Cracks Down on Telemarketing Fraud

November 18, 2020

FTC Cracks Down on Telemarketing Fraud with Robocall Regulations

With the passage of the TRACED and DART Acts, the FTC is ramping up enforcement of robocall violations against consumers. In 2 major cases, companies engaged in fraudulent telemarketing activities have been fined and penalized for their actions.

Manage Increased Call Volume for Holidays

November 11, 2020

Managing Increased Call Volume During the 2020 Holidays

In 2020, online sales have skyrocketed largely due to the COVID-19 pandemic. The holiday season always creates an influx of inbound and outbound call volume for contact centers. Make sure your contact center is ready for a spike in call volume this holiday season.

Telemedicine Medical Call Centers

November 4, 2020

The Rise of Telemedicine is Changing Medical Call Centers

Telemedicine is becoming increasingly popular among patients. Medical call centers need to adapt to these changes and adopt the latest technology to keep up with patient trends. Ensuring your calls are being received and your call center has the right tools to service patients is essential.

Robocalls Destroy Consumer Confidence

October 28, 2020

Robocalls Erode Consumer Confidence Forcing Businesses to Adapt

Robocalls have turned the convenience of modern cellphones into a nuisance at many times. Unwanted calls are plaguing consumers at increasing levels. With confidence in unknown calls eroding, businesses must adapt to maintain credible among wary consumers.