Each month Channel Doctors’ Steve Sullivan prepares a summary of all the news contact centre and customer experience professionals need on regulation and compliance for the Direct Marketing Association (www.dma.org.uk)’s Contact Centre Council.
March’s headlines include:
Download here: DMA CC Council - Compliance Regulation Hub Update March 2019_compressed
Publish Date: March 20, 2019 |
| 2.) |  4PS Contact Center Management certification; 4PS Registered Coordinator training With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association. 4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level，L3 application level, L4 profession-level and L5 ben... (read more) |
| 3.) |  Call Centers Contact Centers Admin Training Supervisor Training |
| 6.) |  Happitu Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times. Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey! We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the... (read more) |
| 8.) |  Making Training and Development Part of Your Corporate Landscape Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates. Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people. Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train... (read more) |
| April’s Regulation & Compliance Update from the DMA’s Contact Centre Council | April 17, 2019 |
| March’s Regulation & Compliance Update from the DMA’s Contact Centre Council | March 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 Council | January 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 Council | December 19, 2018 |
| November’s Regulation Hub Update for the DMA’s Contact Centre Council | November 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 May | May 11, 2018 |
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