Compliance Management

​The lessons learned by organizations who have already been subjected to adverse actions by the regulators or have completed an exam cycle with the CFPB is that contact centers are the blind spot in their CMS. This should not come as a surprise since a majority of consumers will routinely have their initial exposure to the CMS of an organization through the contact center. It is imperative that consistency of service and compliance standards be maintained and reviewed within these gateways. It can be argued that a CMS cannot function properly without an effectively managed contact center.​

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