Technology has come a long way since what it was twenty years ago, but along with it came regulatory controls and checks to protect organizations from fraud and protect consumers too. Compliance does make a lot of sense as this will help improve consumer protection and increase satisfaction, but will stricter regulations have a negative impact on customer experience?
In a Sabio series of interviews with senior information security and risk management officers, it was found that compliance didn’t measure up the same way for all of them. While some treated it as a defensive issue, others responded positively.
The interviews, while highlighting the growing impact that compliance is having on the customer experience provided by organisations, thus indicated that these officers were clearly divided on to what extent compliance was good.
Survey respondents talked of compliance from a contact-center perspective and the complexity of managing compliance internationally. They highlighted the need for regulators to understand the difficulties that multinational operations faced because of multiple compliance regimes and the challenges they faced while helping contact centres to keep on top of technologies that are driving shifts in customer service.
All over the world organizations, more so contact centers, are under constant pressure to excel in customer service with next-generation consumers demanding customer service and proactive engagement. At the same time the regulatory environment and technology is also evolving rapidly.
So, in order to realize the benefits of change while still remaining compliant, a balancing act is required.
Peter Galloway, head of voice self-service practice at Sabio advocates striking the right balance between interpreting compliance regulations, identifying potential areas of business exposure, applying the right security policies and coaxing security and risk managers to work together to help achieve the dual goals of increased compliance and reduced customer frustration.
Sabio believes that achieving compliance and creating a positive impact on customer experience are not really as conflicting as it appears.
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