Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

GDPR: So, nobody died, but… - Channel Doctors - ContactCenterWorld.com Blog

GDPR: So, nobody died, but…

GDPR: So, nobody died, but…

I’m writing this on 24th May 2018. The day after the new Data Protection Act received its Royal Assent and the day before the day we’ve all been waiting for, GDPR implementation day, 25th May.

Don’t 24 weeks fly by when you’re having GDPR fun?

This week I was intending to provide another bite-sized piece of advice to help you on your way to becoming GDPR compliant, especially from a customer experience perspective. However, as the nation has been floundering under a growing tsunami of last-minute ‘re-permission’ or ‘re-consent’ emails from companies, charities, arts and community organisations for the past few days, I can’t avoid looking at that phenomenon.

An organisation’s legal ability to process – or continue to process – personal data is always situational. It’s subject to both the organisation and its data subjects’ specific context – and decisions the organisation must make about how it sees its role, in order to define its legal basis for handling personal data (i.e. consent, legitimate interests, performance of a contract, etc). That’s all a bit laborious to go into just now (though have a look at www.dma.org.uk/article/dma-gdpr-guidance-for-marketers), but suffice to say I think most of the ‘GDPR’ emails I’ve received in the past week were unnecessary – and potentially very damaging to the organisation sending them.

Some observations:

  • The best time to re-engage with a prospect or customer is when they’re already interacting with or speaking to you
  • The worst time is probably when scores of other organisations are emailing them about some legalistic gibberish they’ve never heard of. My guess is that email open rates have plunged to their lowest ever level, this week
  • If you have now just lost over 80% of your marketing data (a reasonable guess, for most organisations) after telling your customers that you will rely on their explicit consent to stay in touch with them, then even if you were to justify to yourselves a change in the legal basis to, say, legitimate interests [not impossible, but very difficult] you’re likely to find that’s a hard sell to the customers you just told wouldn’t hear from you again unless they opted in before 25th May!
  • If you weren’t engaging usefully with prospects and customers then the loss of all or most of your database may prove to be a positive change, leading to a refreshed, customer-led approach to engagement
  • Conversely, there are those organisations that have all of a sudden, with appalling timing, pushed their customers and prospects into making a binary decision devoid of any relationship context. We should keep a sense of perspective; no-one’s died – but we may have just witnessed a mass assisted suicide of marketing data

Keep up the good work and the best of luck in the post-GDPR world.

Source: https://channeldoctors.co.uk/2018/05/25/gdpr-so-nobody-died-but/

Publish Date: May 25, 2018 5:00 AM


2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 



View more from Channel Doctors

Recent Blog Posts:
April’s Regulation & Compliance Update from the DMA’s Contact Centre CouncilApril 17, 2019 5:00 AM
March’s Regulation & Compliance Update from the DMA’s Contact Centre CouncilMarch 20, 2019 5:00 AM
What’s happening to the UK’s ‘Middle Tier’ Outsourced Contact Centres?February 18, 2019 5:00 AM
January’s Regulation Hub Update from the DMA’s Contact Centre CouncilJanuary 28, 2019 5:00 AM
Could the 22% of CX Professional Leaders please stand up?January 11, 2019 5:00 AM
December’s Regulation Hub Update for the DMA’s Contact Centre CouncilDecember 19, 2018 5:00 AM
November’s Regulation Hub Update for the DMA’s Contact Centre CouncilNovember 19, 2018 5:00 AM
GDPR: So, nobody died, but…May 25, 2018 5:00 AM
Will the GDPR make me a millionaire?May 18, 2018 5:00 AM
GDPR week #22 - It’s for life, not just 25th MayMay 11, 2018 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =