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
legal articles
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