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Regulations

With SCA Deadline Looming – What Happens Next?

December 8, 2025March 3, 2022 by Rob Crutchington
2022 Calendar

Organisations with an online presence need to be sure they are ready for full Strong Customer Authentication (SCA) compliance for e-commerce transactions..

The FCC’s Reassigned Numbers Database: A Good but Limited First Step

December 8, 2025January 12, 2022 by Robert McKay
Contact center team

Savvy customer service managers know the compliance risk created by any communication that goes to the wrong recipient. Robert McKay, SVP, Neustar looks at the recently rolled out Reassigned Numbers Database..

10 Steps to Preparing Your Business for GDPR

December 8, 2025May 11, 2018 by Susan Friesen
GDPR Guide

The General Data Protection Regulation (GDPR) is a new set of rules that will soon be mandated for those businesses dealing with European consumers. Here’s what you need to know..

Customer Connect Expo 2025
CSM Newsletter

Latest Articles

  • 10 Human Skills That Drive Exceptional Customer Interactions
  • Five9 and Google Cloud Unveil Joint Enterprise CX AI to Transform Customer Interactions
  • How to Resolve Customer Support Incidents in Minutes Not Hours
  • Customer Intelligence: Converting Signals into Business Growth
  • Customer Service, Support and Care Outsourcing Philippines: How AI and Human Judgement Are Redefining CX in 2026

Latest News

  • FirstComm Unveils AscendOne: A Converged UC, CC and AI Platform
  • Diabolocom Lands Frost & Sullivan’s 2026 European CX Technology Award
  • Google Launches AI Agents for Retailers to Power the Next Era of Agentic Commerce
  • Customer Journey Mapping Market Forecast to Hit $3.5BN by 2033
  • Talkdesk’s New Orchestration Tools Aim to Connect the Dots in Retail CX

Knowledge Base

  • How Satisfied Are Customers With Amazon?
  • Six Practical Ways Co-Browsing Helps Support Teams Deliver Outstanding Customer Experiences
  • 5 Ways Small Business Loan Providers Can Elevate Their Customer Service
  • Investing in Employee Training: 9 Long-Term Benefits for Businesses
  • Employee well-being: The new cornerstone of exceptional customer service

Manager's Toolbox

  • What Is the Abilene Paradox? A Simple Guide for Service Teams
  • What are the 7 Rs of Logistics?
  • What are the Five Stages of Team Development and Performance?
  • What are the Ten Principles of Reinvention?
  • What Are The Clarkson Principles of Stakeholder Management?

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