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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..

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Latest Articles

  • Why the EU Act Should Not Stop Companies from Using AI in Customer Service
  • Navigating the EU AI Act: A Roadmap for CX Leaders
  • Why Exceptional Customer Service Is the Foundation of a Successful Tile Store
  • 6 Amazing Ways AI Is Changing Customer Support
  • The 10 Pillars of Customer Experience

Latest News

  • Gartner Names eGain a Leader in Magic Quadrant for Customer Service Knowledge Management Systems
  • Burger King Empowers Managers as Your Way Champions to Better Serve Customers
  • transcosmos Unveils trans-DX Plus for Support, Integrating Autonomous AI Agents
  • Bank of America Deploys GenAI to EricaAssist Empowering 18,000 Customer Service Representatives
  • Avaya Sunsets Legacy Agent Desktop as Focus Shifts to Cloud

Knowledge Base

  • Why European Countries Take Different Approaches to Loot Box Regulation
  • 10 Practical Ways to Capture Customer Preferences
  • 14 Summer Wedding Gift Ideas That Feel Seasonal and Special
  • What to Look for in Advanced Fintech And NeoBanks Software Development Solutions
  • Why a Route Planner Is Part of Great Customer Service

Manager's Toolbox

  • What is Kotler’s Theory of Customer Satisfaction?
  • 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?

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