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TCN Call Center Webinar – TCPA Developments and What to Expect for 2018

The legal and regulatory landscape governing call center compliance has undergone significant changes in the past few years, with several key challenges arising under the Telephone Consumer Protection Act. Join us on February 22, 2018 at 12 noon MST as we discuss TCPA and other compliance developments and how they impact your call center business. We are excited and privileged to have TCN's Darrin Bird and guest speakers Hogan Lovells’ Mark W. Brennan and Sarah K. Leggin discuss challenges that we have seen in 2017 and what we might expect on the horizon for 2018.

You will also learn about unique TCN compliance tools surrounding:
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  • Outbound
  • AgentSMS
  • Business Intelligence

Attendees will also learn how to: 

  • Blend compliance with superior inbound and outbound agents
  • Increase first contact rate resolution while minimizing compliance risk
  • Gain insight into loss gaps and agent downtime
  • Learn about what reporting metrics matter most and how to view them
  • Learn how to incentive and keep you agents happy
TCN delivers the best cloud contact center technology in the industry. Increase agent productivity and efficiency in day-to-day interactions with customers, resulting in a higher success rate with your organization.

Presented by:

 Mark W. Brennan, Partner, Hogan Lovells

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Clients across industry sectors seek Mark Brennan's practical advice on cutting-edge communications and privacy issues. An experienced advisor, Mark is as comfortable assisting clients on FCC and FTC policy and enforcement as he is providing actionable compliance strategies to operations teams. He receives dozens of requests each year to share his insights on consumer protection issues at industry conferences and is most well-known for obtaining significant victories for clients on Telephone Consumer Protection Act (TCPA) issues.

Sarah LegginSenior Associate, Hogan Lovells

Sarah Leggin Photo.pngSarah Leggin advises communications companies on a variety of regulatory, policy, transactional, and litigation matters before the Federal Communications Commission (FCC), Department of Justice (DOJ), the appellate courts, and Congress. Sarah came to Hogan Lovells from another international law firm's Telecom, Internet & Media practice, focusing on net neutrality, video distribution, and mergers and acquisitions. Prior to joining that firm, she served as a legal fellow at the Free State Foundation, a law clerk for Commissioner Robert McDowell at the FCC, and as an intern for CTIA – The Wireless Association.

Darrin Bird, Executive Vice President, TCN

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Darrin is the Executive Vice President at TCN Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide. Within this role, Darrin is responsible for overseeing all business operations, establishing best practices across sales and account management teams and driving execution. With more than 17 years of experience in the IT and software industry, Darrin has a proven track record of building and mentoring high performing teams, increasing capital, creating strategic plans and implementing organizational structure.