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Zeacommunity Preview: Tim Searcy Talks Privacy Regulation in the Call Center Space

TMCnews


TMCnews Featured Article


November 29, 2010

Zeacommunity Preview: Tim Searcy Talks Privacy Regulation in the Call Center Space

By Chris DiMarco, TMCnet Managing Editor


Zeacom’s (News - Alert) (News - Alert) annual North American conference, Zeacommunity 2011, is a great place for end-users and resellers of the Company’s innovative contact center solutions to network and discuss what’s working for them in the customer service realm.  Scheduled for January 31 – February 2 in Irvine, CA (News - Alert), Zeacommunity 2011 will feature a number of workshops aimed at enhancing the user experience and addressing the industry hot buttons, coupled with keynote speeches from a number of very well-respected industry insiders.  This year’s speakers are Zeacom’s CEO Miles Valentine, Juliet Funt of Talking on Purpose Inc., and Tim Searcy, CEO of the American Teleservices Association.  


Searcy has been in the field of Telecommunication for 30 years; he has a monthly column in Customer Interaction Solutions and is widely recognized as the voice of the this industry.  His tenure and extensive knowledge of this market validate his assertions and analysis on the issues that are facing call and contact centers today -- and that is exactly what he will address at Zeacommunity.

In an interview with TMC (News - Alert) (News - Alert), Searcy said that his presentation would focus on the role of privacy compliance in consumer engagement.

“In the contact center space, the next great wave of regulation and legislation is going to center around more privacy.” Searcy said. Relevant contact, including whether or not you have the right to contact a customer, has already generated possible legislations. The communication of privacy will also be discussed in great detail – a topic included in multiple bills currently on the table in Washington.  

Searcy is concerned that pandering to customer fear could result in regulations that put unrealistic restraint on call centers, hindering their ability to effectively make money and create jobs.

“We need to figure out how to climb on the surfboard and ride the wave, rather than getting crushed by it,” Searcy said.

Regulation will present a growing challenge to call center service and software providers in the near future. Zeacommunity’s open forum will offer attendees a great way to discuss proven strategies and tactics in dealing with regulation, and TMC will be following up to offer more words from Searcy and Zeacom’s great panel of guest speakers.

To register for Zeacommunity 2011, or for additional information, please contact the Zeacommunity team at http://www.zeacom.com/Events/index.cfm?id=2588&red=0.








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