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Audrey Steeves is a content analyst for CCW Digital. She is an experienced content writer with a background in healthcare and technology across consumer and B2B audiences. She leads CCW Digital article development and contributes to the analyst team by supporting online events. Her current work focuses on the intersection of customer-centricity.
Agenda Day 1
2:10 PM Policy Spotlight: FCC Proposal on Contact Center Outsourcing
On March 26, 2026, the FCC voted to advance a Notice of Proposed Rulemaking (NPRM) with the potential to enact major changes in contact center operations.
Over the last several months, the FCC has been reviewing feedback to their proposed incentives and policies that would regulate aspects of communications and staffing for US-based operations If enacted, this proposed rule will significantly impact how telecommunications organizations manage contact center operations, specifically those relying on offshore and nearshore support.
In this session, CCW Digital is joined by the Chair of the Enterprise Communications Advocacy Coalition to discuss the latest in the NPRM's procession towards becoming policy. This session will cover:
- Highlights of the FCC proposal on contact center outsourcing
- Industry insights from the Enterprise Communications Advocacy Coalition
- Implications beyond telecommunications policy
- How to prepare for whatever comes next
