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The DO NOT CALL Act of 2023

The DO NOT CALL Act has been introduced in the House of Representatives to create stricter penalties for illegal robocalls, including time in prison. This legislation, Deter Obnoxious, Nefarious, and Outrageous Telephone Calls Act of 2023, was originally introduced in the previous term and is now reintroduced. If passed, the law would increase penalties for …

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Federal Communications Commission (FCC) Proposes a Universal Service Fund (USF) Contribution Increase from 29% to 29.2% for Q3, 2023

  The Federal Communications Commission (FCC) announced on June 15th, 2023, a slight increase in the proposed Universal Service Fund (USF) contribution factor for the third quarter of 2023 to 29.2% from the previous quarter’s 29%. Reforms to the USF contribution system are expected to take significant time to materialize, so the industry should anticipate …

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Strategies for Improving Critical Contact Center Agent Key Performance Indicators (KPIs)

Televergence previously provided information on 5 critical contact center KPIs that measure and impact contact center performance, efficiency and customer satisfaction. Below are industry standards and strategies for improving those KPIs. First Contact Resolution (FCR): The industry standard for FCR is a score between 70% and 75%. Strategies for improving this KPI include: Define Individual …

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Critical Contact Center Agent Key Performance Indicators (KPIs)

The analysis of contact center KPIs that impact customer satisfaction, agent effectiveness, and efficiency are critical to a contact center’s management. While most contact center management teams agree that KPIs have value, it is often debated which KPIs are most valuable. The KPIs shared and defined below are considered to be standard in most contact …

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USF Update

Televergence, a nationwide telecom carrier, is a certified diverse supplier, thought leader in telecom and member of INCOMPAS, the leading trade association for the competitive networks. INCOMPAS represents communications and technology companies large and small, advocating for laws and policies that promote competition, innovation and economic development. Pressure from telecom companies, industry trade groups, and …

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