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.
Assess whether you have the proper level of protection for your work-at-home staff by asking yourself:
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.
Publish Date: April 22, 2020 5:00 AM
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
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.
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 need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
|Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft Teams||June 9, 2020 5:00 AM|
|IXCloud Helps you Comply with MiFID II||May 28, 2020 5:00 AM|
|Don’t Let Data Privacy and Compliance Lapse During COVID-19||April 22, 2020 5:00 AM|
|Why you Must Start Recording Your At-Home Business Interactions||April 13, 2020 5:00 AM|
|Hidden Costs of NOT Recording Customer Calls||February 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 Know||July 2, 2019 5:00 AM|
|Call Recording for Legal Firms: What you Need to Know||June 14, 2019 5:00 AM|