A candid examination by our CEO, Michael McKinlay, of some of the challenges and opportunities that lie ahead in the realm of Contact Center as a Service (CCaaS) in 2024
In the US, predictive dialing (of a sort) has made a comeback for calling cell phones. But will the regulator, the Federal Trade Commission (FCC), go along with this?
Most predictive vendors have an uneasy relationship with issues of compliance and performance. In this 'potted history', we explore these issues.
Did you ever hear the story about predictive gain? Hands up, please, those who know what it means.
Enables contact centers to manage consumer opt-outs and other no-contact rules across phone, email, SMS and all other media channels
Compliance with outbound contact regulation is a given, but it is often made more difficult by layer upon layer of legislation. To comply, you need a software-based rule-checking process.
Many users are still buying predictive dialers without looking under the cover. If you really care about getting the best performance out of your predictive dialer, you must know your predictive gain!
As regulators scratch their heads as how to prevent abuse and establish markets that work for both consumers and businesses, there are three clear lessons that history shows.
This month we welcome a guest contribution from an experienced telecoms manager, who has worked with several different predictive dialers.
On a recent world tour we had a chance to see how different countries have been coping with changing trends.
Given the experience of predictive dialer regulation in the UK and US, what should regulators and contact centers in other countries do?
How have UK and US telemarketeers responded to dialing rules and Do Not Call legislation? And what does this mean for countries that have no legislation (yet!) on outbound calls?