Part II – Compliance Explained to My Friends
As the world is adopting various forms of social distancing and adapting to a new reality, the contact center is simultaneously witnessing several phenomena:
(1) the transition to agents working from home with 150 million agents moving away from their stations to their salons, and the toll it has on infrastructure, quality, and compliance
(2) the amount of complex interactions are increasing, including the amount of credit cards to be processed as no purchases are done in branch anymore, but rather trough the phone or the web
(3) the necessity to empower agents at home and IT teams with the right solutions to carry out their duties without compromising on the principles that made them leading teams
What does the crisis mean for compliance?
On the one hand, regulators seem to relax their strain on businesses, with MiFID II recordings requirements being relaxed to be replaced by written minutes, or HIPAA's waiver of potential privacy penalties to include remote communication technologies for consultations. On the other hands, security bodies across the globe, such as the EU or the US FTC or the PCI Security Standards Council are issuing warnings related to fraudsters activities and online scams and threats.
To remain compliant, and ensure they protect their customers, contact centers need to adopt a set of best practices:
1 – Empower your agents! With real time notifications on audio loss, you can make sure that all interactions recorded is safely captured. If the audio quality of an interaction is insufficient to be used for record keeping, your agents will be informed in real time.
2 – Don’t neglect your customer's privacy and security! As credit cards processing is booming, so are fraudulent activities, make sure you have the right capabilities to prevent the capture of sensitive data (PII – Personally Identifiable Information or SAD – Sensitive Authentication Data) and you conduct your operations in full adherence with PCI DSS or Privacy regulations such as GDPR or CCPA.
3 – Boost the efficiency of your IT team! With the right information at the right time for each of your regulatory challenges – record-keeping, PCI DSS, GDPR or CCPA. You want to be able to automatically remediate to any issue with Do It Yourself tools that don’t require the involvement of third parties – re-encrypt, delete, extract, it's all up to you!
4 – Don’t stay in the dark with your recording assurance! And make sure you have the right mechanisms to ensure that your interactions are properly recorded and archived
5 – Make sure your system is resilient and offers you real disaster recovery solutions to ensure high availability so you can keep recording, no matter what.
With NICE's Compliance Center, powered by Engage, you can make sure you have a successful compliance strategy throughout the crisis. By leveraging automation and analytics, the solution delivers a one-stop shop for your compliance challenges.
Schedule a demo today to see how we can support you today, and every other day.