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GDPR week #22 - It’s for life, not just 25th May - Channel Doctors - ContactCenterWorld.com Blog

GDPR week #22 - It’s for life, not just 25th May

GDPR week #22 - It’s for life, not just 25th May

We looked at what you need to do help your frontline teams get prepared the GDPR and new Data Protection Act a few weeks ago (www.linkedin.com/pulse/week-19-gdpr-customer-experience-frontline-part-1-steve-sullivan/). So, by now you will ideally have agreed on an approach and the content you will use to inform and up-skill those teams - the public face of your organisation’s customer experience.

This may have entailed addressing issues around

  • how you acquire, process and retain personal data, or
  • how to recognise and fulfil customers’ data rights


for the first time. And even if training for data protection isn’t a new task, you are probably having to consider additional right, additional data protection-related customer contacts and significantly changed processes.

So, job done? Well, no, not really.

Lots of organisations are focused on the magical 25th May date. But that’s the starting point not the finishing line. Customer data protection rights, responsibilities and perceptions are changing radically - and for many organisations that will require a real culture change. A one-off training session won’t deliver that. The benefits of a flexible and intelligent learning management solution or platform are well known. These tools can give you increased flexibility to develop and refresh content, to assess learning and understanding, ensure consistency across the organisation, include different media (show people what to do on the CRM system when they receive a Subject Access Request), allow your colleagues to self-service their learning and so on.

If you haven’t investigated the benefits of investing in a learning management solution, maybe now’s the time to do so.

Source: https://channeldoctors.co.uk/2018/05/11/gdpr-week-22-its-for-life-not-just-25th-may/

Publish Date: May 11, 2018


2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

8.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Channel Doctors

Recent Blog Posts:
April’s Regulation & Compliance Update from the DMA’s Contact Centre CouncilApril 17, 2019
March’s Regulation & Compliance Update from the DMA’s Contact Centre CouncilMarch 20, 2019
What’s happening to the UK’s ‘Middle Tier’ Outsourced Contact Centres?February 18, 2019
January’s Regulation Hub Update from the DMA’s Contact Centre CouncilJanuary 28, 2019
Could the 22% of CX Professional Leaders please stand up?January 11, 2019
December’s Regulation Hub Update for the DMA’s Contact Centre CouncilDecember 19, 2018
November’s Regulation Hub Update for the DMA’s Contact Centre CouncilNovember 19, 2018
GDPR: So, nobody died, but…May 25, 2018
Will the GDPR make me a millionaire?May 18, 2018
GDPR week #22 - It’s for life, not just 25th MayMay 11, 2018

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