Call Centre Helper panel of experts share their best ideas for contact centre goals, which can be set as objectives for improving the customer experience.
Eliminate Unnecessary Compliance Risks
What many call centres will be getting wrong is not ensuring that ALL your contact centre agents adhere to essential processes and scripts that comply with legislation and directives.
In the light of legislation such as the General Data Protection Regulation (GDPR), which brings the risk of huge fines, non-compliance is not an option.
Unfortunately, it’s not enough to simply ask advisors to be more careful. So, technologies such as interaction analytics can provide an innovative edge against compliance violations.
By monitoring and analysing every interaction you can reduce risk and make compliance easier and more efficient by automating essential oversight functions and documentation and audit processes.
Also, the technology enables real-time intervention, so you can stop some situations from turning into compliance violations.
Thanks to Frank Sherlock at CallMiner