Have you thought about what your contact center will look like in ten years? Are you ready for the changes to come with your staff, your customers, technology, and more? Here are five trends that have already begun to shape the way we serve our customers and will make a major impact on how service evolves over time.
At the Society for Workforce Planning Professionals (SWPP) Annual Conference, they held two, rapid fire, 60 ideas in 60 minutes sessions for tips and techniques in workforce management. I noticed a couple of themes in the 120+ ideas presented. This is the first in a series of three blogs.
It seems that technology is evolving at a faster pace than ever before. What was innovative just five years ago is now outdated. At the same time, customer and employee expectations have evolved just as quickly. So how can you be sure the investments you are making in your contact center will keep you successful in the years to come?
The General Data Protection Regulation (GDPR) is designed “to protect all European Union (EU) citizens from privacy and data breaches. The rules affect professional and commercial activity. It applies to all companies processing and holding the personal data of data subjects residing in the European Union, regardless of the company’s location”. If you are a business with multiple locations internationally with locations within the EU or have clients within the EU, you should be ready. “Any processing of personal data and the permissions to use that data has to be transparent. The principle of transparency requires that any information and communication relating to the processing of those personal data be easily accessible and easy to understand, and that clear and plain language be used”. GDPR was approved in April 2016, allowing for a transition period to be enforced May 2018.