You are not alone!
March 5, 2019
Recently we celebrated my daughter’s first birthday. For reasons that I can’t really recall, we wanted to make a party out of it: balloons, cakes, and friends. It was all set, organized, and ready to start. A couple of hours before the party as we were loading all the props onto the car to bring to the venue, I started to fear that no one would come. Do you know that feeling? That you fear being the only one?About 6 months ago, we launched a Linkedin group for contact center professionals, ”Contact Center Compliance Q&A”. The objective for this group was to provide a framework to the conversations we were already having with IT, business and compliance professionals around the globe on issues related to compliance in the contact center. Because we understood that they too, had the feeling that they were alone doing these types of tasks, and that a group of supporting professionals sharing experience could help each member in his/her daily tasks.What led us to create this framework was the result of numerous professional events, webinars and off-line conversation with our customers. We were finding there is a gap today in how compliance activities are perceived and handled in our industry. Compliance is no longer a Wall Street issue, and every contact center globally has regulations and standards that direct its code of conduct. More than that, compliance is no longer a compliance staff issue. Everyone is concerned, especially IT.Very quickly, we reached over 300 members and began to regularly lead lively discussions on the group chat or in private messages.As we progressed in our discussions, we began to realize that contact center compliance was a real pain point that deserved to be addressed with dedicated solutions and dedicated forums. We launched our survey for IT managers in charge of the compliance of the systems with the objective to give them a benchmark of what others in the industry are doing. So, now they don’t have to feel alone anymore when they come up against issues with the ability to quantify the expenses and the ability to qualify the best practices for PCI, for GDPR or for any other regulation keeping them up at night. The survey has now been running for over a month and the initial results are expected by the first week of March. We have worked with 500 IT professionals from leading contact centers in the U.S. and in Europe, in order to get a true sense of what is important to them, and in order to get the best benchmark for you.The full report will be made available on this website, and we will also hold a series of events to discuss the results. Join our webinar to hear the main conclusions and come discuss and debate with us at Interactions in Vegas and in London. Make sure you join us at one of these events to hear more about the survey results and stay tuned!