A Multimillion-Dollar Trap: Recording Customer Service Calls
By Perrie Weiner, Edward Totino, Joshua Briones, and Ana Tagvoryan A company’s success hinges on the quality and efficiency of its customer service. For organizations, … Read more
legal articles
Protecting Patient Information Within The Cloud
By Rich Sadowski Companies across the healthcare industry have started collaborating with virtual contact centers in an attempt to operate more efficiently while still offering … Read more
New Regulations on Pre-recorded Messages
Michele Shuster, of MacMurray, Petersen & Shuster LLP, reminds call centers that on September 1, 2009 the FTC’s prohibition against sending prerecorded solicitation messages without … Read more
FCC Limits Robo Calls
Effective September 1, pre-recorded calls (robo calls) to consumers require written authorization if they are to be made legally. Even having an existing business relationship … Read more
Email Protocol for the Call Center
By Dr. Julie Miller Information is the blessing and the curse of the digital revolution. Between email, instant messaging, text messaging, cell phones, Blackberries, and … Read more
Is That Hold Music Legal?
By Mike Wilson, J.D. Music so permeates our culture that we take for granted the right to play it. However, performing rights organizations like ASCAP, … Read more
Phone Phishing: Are your Agents Too Helpful?
By George T. Platt According to a study commissioned by the Federal Trade Commission, last year over 9.9 million Americans were victims of identity theft, … Read more
Developing an E-Security Policy
By Patricia S. Eyres, Attorney at Law Dangers lurk in cyberspace. Every call center should have an easily understood, consistently enforceable policy to protect trade … Read more
Legal Considerations of Voice Logging
Compiled by Peter Lyle DeHaan, Ph.D. Legal issues regarding the recording of phone calls must be considered before embarking on voice logging. This varies on … Read more
Hospital Answering Services Could Be Risky
By Mike Wilson, JD Hospitals that provide answering services to physicians at below fair market value (FMV) may risk violating federal or state law – … Read more