TMCnet Call Center Software Week in Review

- Alert) Workforce Management. Knowlagent’s patented RightTime software increases agent performance and productivity by enabling agents to work on personalized and prioritized activity queues consisting of training, coaching, communication, and other off-phone activities. Consisting of more than 375,000 agents and managers who use Knowlagent’s on-demand, easy-to-use services world-wide, Knowlagent serves as today’s leader in intraday management solutions for contact centers.

 

If you use a predictive dialer for your outbound call center business, how certain are you that you're completely compliant with federal and state legislation? You may think that by buying the required lists and attempting to do some list scrubbing you're safe, but what if you accidentally call a mobile phone number? Or call a number that has been reassigned? Ignorance of the latter scenario is no longer a defense. Recently, in a case with potentially wide-ranging implications for compliance with the Telephone Consumer Protection Act (TCPA), the U.S. Court of Appeals for the Seventh Circuit found that a organization that places an automated call to a reassigned number without the prior express consent of the new recipient may be held liable for statutory damages, even if the previous subscriber with that number had consented to the automated calls.

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