July 12, 2023
The application of new technology is making strides in stopping spam calls from reaching consumers. Behavioral analytics is one of the new methods carriers and analytics engines use to protect consumers from robocalls.
July 5, 2023
Healthcare contact centers must overcome more difficulties than many others. Higher compliance standards and dealing with sensitive information means your contact center must utilize the right set of tools and resources to achieve success.
June 28, 2023
Compliance is essential in outbound dialing to avoid fines and penalties. However, abiding by compliance regulations can also help rebuild consumer trust for many that are wary to answer unwanted and unknown calls.
June 21, 2023
Despite enhanced FCC regulations, some bad actors still plague the industry. Recently, Attorney Generals from 48 states filed a lawsuit against Avid Telecom for willfully providing services to robocallers.
June 14, 2023
Analytics engines work with carriers to identify scam calls before they reach consumers. Audio fingerprinting can help algorithms determine if the content of a call is a scam regardless of the number of the call's origination.
June 7, 2023
Inbound contact center fraud targets untrained agents in an attempt to gain sensitive information about your company or clients. Preventing inbound fraud can be done through proper agent training and customer vetting.
May 31, 2023
On-demand services cater to customer expectations. Setting your business apart from others in this competitive industry requires an exceptional customer experience. Having an accurate caller ID can ensure your customers are satisfied.
May 24, 2023
Carrier analytics engines (AEs) use algorithms and machine learning techniques to apply call labels and flags for spam and scam calls. These are some factors AEs look for and how you can safeguard your business from erroneous flags.
May 17, 2023
Abiding by ethical dialing practices is absolutely crucial in modern dialing. Scammers have used call spoofing and neighbor spoofing tactics to target consumers. These tactics make consumers wary of answering unknown calls.
May 10, 2023
Telecom legislation is constantly evolving and expanding. As such, contact centers should be aware of recent changes. In a recent AMA, Eric Troutman discusses the latest FCC rulings, changes the the TCPA and new telecom legislation.
