Data is the main fuel source for technology in the 21st century; however, the way in which this data should be handled is of the utmost importance. To that end, it’s important that agents and managers understand that the information contained in the cloud call center must be used in ways that comply with government regulations. Everything from not contacting consumers in the National Do Not Call Registry to being explicit with customers regarding what you will use their data towards are all issues on the table.
The U.S. government has been working with its own internal agencies to “develop customer service plans” that use technology to help improve the customer experience through its website, performance.gov. With an emphasis on customer service, though, there also comes a sharpened focus on the best and worst practices of businesses in the customer experience realm, especially considering the government’s own efforts in doing so.
The cloud contact center is uniting all kinds of businesses, allowing partners to share information with one another and better streamline vital processes. In this regard, it would be easy to assume that compliance with government rules regarding cloud contact centers is sufficient. However, it’s important to keep an eye on compliance rules for your specific industry within the contact center.
The worst thing that could happen for your organization is to realize that agents and managers have been non-compliant with official government policies. Unawareness of the law, unfortunately, is not an acceptable legal defense.
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