Author:  Gary Barnett
There are different laws around the world that dictate when and how long agents can work.  While these rules and practices are good in some ways by protecting workers; they can also increase the challenges associated with managing a workforce – particularly a workforce whose schedule stringently revolves around call volumes and flows.  [...]

Author:  Gary Barnett
TJX Companies, the parent to retail stores T.J. Maxx, HomeGoods, Marshalls, and A.J. Wright, is in the midst of a security-related nightmare.  The company recently disclosed that its customer information database was hacked.  As a result, credit and debit card data for thousands of customers have been compromised.  The hackers also nabbed customers’ [...]

Author:  Gary Barnett
Sarbanes-Oxley is no longer an unknown quantity for American companies.  In fact, many corporations across the country have been working diligently since 2004 to comply. So, why I am writing about this now?  I recently read a San Antonio Express-News article on TMCnet.com, entitled The Good and Bad of Sarbanes-Oxley.
Sarbanes-Oxley is associated with [...]

Author:  Jim Mitchell
Last month, I wrote about Do Not Call legislation, specifically in Australia, Canada, and the United States.  There is some other somewhat recent, and much more restrictive, legislation in the United Kingdom that affects all types of outbound contact regardless of the business process they handle.  This legislation, which was proposed by the [...]

Author:  Jim Mitchell
The Australian Parliament recently passed legislation to create a National Do Not Call (DNC) Register, and expects it to start in early 2007.  Canada also anticipates its DNC Register will be operational in 2007 while businesses in other countries, such as the United States, have been complying with DNC laws for years.  For [...]