A successful day at the third annual Contact Centre Best Practice Conference saw lively debate on the future of contact centre compliance standards and best practice.
Turning New Legislation into Opportunity
Combining guest speakers and a number of roundtable debates, the UK Contact Centre Forum’s Midlands & Yorkshire event brought together delegates from across the contact centre space. From operations and efficiency to technology and compliance, this brought with it a number of fresh perspectives.
One of the most emphatically delivered messages was that of Steve Sullivan, Founder of Channel Doctors, who highlighted the potential that the forthcoming GDPR brings. Rather than focusing on the challenges businesses face in getting up to speed with the new legislation and the impact it could have on contact centre efficiency, he highlighted a number of practical ways in which we can use the new legislation to drive business forward. This message struck a chord with the delegates and certainly rings true at PCI Pal where we see compliance as an aid to customer experience and contact centre efficiency, rather than a hindrance.
Investing in Culture can Pay Off
“If you look after your staff, they’ll look after your customers.” Richard Branson, the founder of Virgin Group and one of the UK’s most successful businessmen, is credited with this wise statement, which certainly rings true. Mark Cassidy, Virgin Media’s Quality Partner Manager used this as the bedrock of his talk – with the sentiment providing an on-going discussion point throughout the day. A positive and engaging office culture creates better experiences all round, with faster and more satisfying call resolution for the end customer. With that in mind why wouldn’t you invest in the happiness and wellbeing of your staff?
Tony Smith Discusses Homeworking
Outside of the numerous talks, senior figures in the contact centre space also chaired several roundtable debates. Among the chairs was our EMEA Sales Director Tony Smith – specifically selected by the UKCCF organisers for his knowledge and opinion on the subject of homeworking. A wide range of delegates with different backgrounds contributed to the two discussions, which Tony believes provoked some really fruitful debate.
“It was clear that homeworking is still causing a headache for some businesses when it comes to compliance. The delegates found it a useful experience exchanging advice, with some really interesting examples of companies who are effectively managing homeworkers coming to the fore. Hopefully they will have all left with some useful takeaways, not least that creating a secure homeworking environment needs to be supported from the top, while ensuring the right technology choices are made”
Always on Hand to Advise
While Tony played the role of roundtable chair at the recent conference, he and the rest of our team of compliance experts are always available to advise on PCI compliance best practice. Get in touch today if you have challenges you would like to discuss with our consultants.