Initial findings from a recent Sabio
Respondents talked of increased complexity from a contact centre perspective, particularly in key areas such as multi-channel contact and managing compliance, internationally. When asked to list their top three challenges for compliance within the contact centre, these issues were highlighted:
Underpinning the contact centre business with the confidence that security brings โ particularly in terms of validating role-based access and supporting regulatory requirements such as the PCI-DSS payment card standard
Helping customers leverage all available channels โ enabling contact centres to keep on top of technologies that are driving shifts in customer service, such as IM, while still ensuring that existing security policies remain in place
The need for regulators to understand that multinational operations are faced with multiple compliance regimes โ and that there will be inevitable compliance/operational conflicts that businesses need to address
Peter Galloway, Head of Sabioโs Voice Self-service practice spoke of seeing best practice organisations constantly working to strike the right balance between interpreting compliance regulations, identifying potential areas of business exposure and applying the right security policies to realise the benefits of change while still remaining compliant. โIf weโre to ensure that compliance activities donโt actively harm the customer experience, organisations need to shift their security focus from a โjust say noโ attitude that looks to eradicate all business risk, to a more intelligent approach where security and risk managers are working together to help the customer-focused side of the business succeed without falling foul of compliance.โ
Compliance officers interested in finding out more about how their security policies can impact the caller/user experience can attend Sabioโs Contact Centre Security event
