Susan Duarte Leads SOCAP Webinar

Womble Bond Dickinson partner Susan Duarte presented a webinar on May 13th to provide an overview on potential changes that could impact the day-to-day operations of customer contact centers. The webinar was hosted by the Society of Consumer Affairs Professionals (SOCAP).

“FCC Changes Could Reshape Call Center Staffing: What to Know,” addressed proposed amendments influencing contact center operations, with an emphasis on those utilizing offshore or outsourced staffing models. Topics included the proposed requirements for agent location transparency, heightened oversight of overseas support functions, and evolving compliance standards. These developments may alter workforce planning, expenditure allocation, and overall customer service outcomes. The session summarized the proposed regulations, analyzed potential ramifications and risks, and offered guidance to organizations on effective preparatory measures.

With over two decades of experience, Susan advises clients ranging from emerging ventures to Fortune 100 companies in telecommunications, marketing, data privacy, and consumer protection law. She has advocated before regulatory agencies such as the FCC and FTC and was recognized as “Best In-House Counsel of the Year” by the Association of Corporate Counsel in 2024.