Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents who can resolve any issue on the first call. All this while new regulations and mandates are rapidly accelerating changes to business processes.
On a global basis, 81.6% of business executives (2020 NTT/DiData Customer Experience Benchmarking Study) view the customer experience their organizations deliver as a key differentiator ando indicador número umof their overall strategic leadership. And as a result of the pandemic, there is expected to be more focus on this area as many organizations have deployed a significant percentage of their agents, administrative staff, and subject matter experts (SMEs) outside of their traditional offices.
The growing need for call logging
This means that regulatory compliance becomes a significant area of ukraine mobile phone number concern. If a company operates in a specific region or industry, the applicable regulations may be easily understood and adhered to. But things can become extremely complex when the company operates in a highly regulated industry, across multiple regions and/or internationally. The onus is on the company to understand these regulations and ensure that they are adhered to consistently.
Como incentivo adicional, algumas dessas obrigações regulatórias têm fortes penalidades para o não cumprimento.GDPRand other privacy requirements are accelerating the commitment to proper oversight and are now impacting corporate objectives and operational flexibility in ways no one could have imagined.
Global Privacy Requirements - Quick Reference
But as regulations increase, so does the risk that your organization is, or could be, out of compliance. And it could be just an innocent, off-script comment that causes the problem.
The proof is the record
Who hasn't heard "This call may be monitored or recorded for quality assurance purposes"? This notice is legally required so that all parties are aware that the call is being recorded.
As a matter of business, most contact center calls, whether inbound or outbound (via proactive dialer or manual dialing), should be recorded. Recordings can help ensure that agents are focused and following proper scripts and processes. Customer consent and instructions obtained can be archived for evidentiary purposes as needed.
Contextual information can also be collected so that there is a clear understanding of the entire interaction and exactly how the conversation progressed - unbiased recording/assessment of the situation will allow the organization to quickly resolve any issues as objectively as possible.
With the latest technology, recordings are processed in real time and are logged, encoded and indexed to simplify future analysis or retrieval. These tools can also translate speech into text, which can be quickly searched for a specific word or phrase in audio, digital or video streams, allowing “problem interactions” to be easily located and assessed. Leading applications even use proprietary algorithms, linguistics and tone/stress detection to identify customer sentiment.