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All You Need to Know about Contact Center Compliance
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All You Need to Know about Contact Center Compliance

January 10, 2013
By Rich Steeves
TMCnet Managing Editor

Running an inbound or outbound call center is not easy; in fact, it can be downright complicated. In addition to hiring, training, scheduling, and monitoring agents and dealing with the technology and solutions that modern contact centers entail, managers need to concern themselves with issues such as compliance as well. Issues of compliance are complex and multifaceted, and can often be quite confusing.

There are a great number of topics that fall under the umbrella of call center regulation and compliance. For example, many companies are unfamiliar with the Consumer Financial Protection Bureau and its regulations. Others might not be aware of FCC (News - Alert) rules about predictive dialing, prerecorded messages and call abandonment.

Inbound and outbound call center managers also need to be aware about rules regarding calls to cell phones. They should learn how to speak to attorneys general, how to navigate both state and federal rules and regulations, and what do to if they receive and enforcement action.

Companies are often wondering about new ideas and strategies as well. They seek out information on coming trends, look for new ideas on topics like obtaining prior express/written consent, establishing business relationships and coming up with long term strategies. Clearly, call center managers have a lot on their minds!

Well, they are in luck. An upcoming event in Scottsdale, Arizona will provide information, answers and training on the above topics and more. The event, “The Mitch & Joe Reunion Tour in Sunny Scottsdale,” will feature Mitchell Roth and Joseph Sanscrainte. It will take place from 9 am to 5 pm on Thursday, January 24, 2013 at the Scottsdale Professional Building and is sponsored by companies such as Five9. Click here for more information on the event.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Brooke Neuman

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