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

Don’t Let Data Privacy and Compliance Lapse During COVID-19 - Numonix - ContactCenterWorld.com Blog

Don’t Let Data Privacy and Compliance Lapse During COVID-19

While these times are certainly unprecedented, some things must remain the same – namely customer data privacy, compliance and risk management.

With many if not all of your employees likely working from home right now, it can be easy (if not tempting) to let certain items lapse, like interaction recording over VoIP, landline, mobile, Microsoft Teams, Skype for Business, etc. When in the office, your staff’s interactions typically fall under the company’s interaction recording protection. However, when these same people work remotely – such as from home – these same protections probably don’t exist.

While some regulatory policies may be relaxed during this pandemic, they surely will come back into force when things calm down. You don’t want to be on the wrong side of compliance, especially if your customer conversations fall under one or more data privacy regulations such as PCI, HIPAA, GDPR, TCPA and others.

Without the protection of interaction recordings, what your staff does now can come back to haunt you down the road. Imagine a compliance infraction on a patient call, for instance, that could cause you problems a year from now, possibly even a lawsuit. Without the proper recording of that interaction (without any sensitive patient data being captured via mask/mute or pause/resume – aka compliance masking), you could potentially face a significant financial penalty.

Questions to Ask Yourself About Work-at-Home Staff

Assess whether you have the proper level of protection for your work-at-home staff by asking yourself:

  1. Are employees having potentially contentious interactions which could result in a he-said/she-said dispute?
  2. Is your staff interacting with customers to collect any outstanding debt?
  3. Do you have financial staff receiving, transmitting or executing client orders?
  4. Is any sensitive customer/patient data being shared, such as credit card number, address, pin number, health information, etc.?
  5. Are your employees discussing financial loans, such as mortgages or lines of credit?
  6. Do employees participate in interactions that fulfill a contract?

What’s more, you also want to ensure restrict access to your database of recorded interactions from any unauthorized users.

Now is not the time to let your risk management practices falter. Look at your remote employees and the communications tools they use (again, phone, online chat, video interactions) the same way you look at their in-office conversations. If you take this approach, you are sure to protect yourself from future headache and liability.

Source: https://numonixrecording.com/blog/dont-let-data-privacy-and-compliance-lapse-during-covid-19/

Publish Date: April 22, 2020 5:00 AM


2020 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
 



View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020 5:00 AM
IXCloud Helps you Comply with MiFID IIMay 28, 2020 5:00 AM
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020 5:00 AM
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020 5:00 AM
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020 5:00 AM
How Long Should You Keep that Call Recording?December 3, 2019 5:00 AM
Contact Center 2020: Asset or Liability?October 11, 2019 5:00 AM
Are your Agents Really Listening to your Customers?August 26, 2019 5:00 AM
Recording Calls at Universities: What you Need to KnowJuly 2, 2019 5:00 AM
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 12248 
Share

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 =