Compliance regulations have ballooned in recent years, leaving companies exposed to potential
litigation at every turn and having to continuously train and monitor agents.
Worse yet, the increased scrutiny places added pressure on agents to remember and comply with regulations when their primary focus should be on helping customers. This has left compliance a large and often-overlooked issue in the contact center, competing for attention with agent engagement, CX, and other critical factors.
In their eBook Omnichannel Customer Engagement Has Changed: Has Your Contact Center Evolved with It? Frost & Sullivan show the evolution of risk mitigation in the contact center and how to safely engage in omnichannel communication with customers.
Read the full eBook here.
Being Proactive Eliminates Costs & Maintains Compliance
To be proactive about compliance and eliminate unnecessary cost and risk, the first important point to consider is that you can’t separate compliance from CX and AX, as the ability for agents to do their jobs well and keep the customer happy includes the customer-desired components that make compliance adherence necessary in the first place.
And compliance goes beyond what agents say.
Businesses are regulated in multiple ways beyond an agent stating they are collecting a debt or providing other necessary disclosures. There is also a myriad of divergent, industry-specific communications regulations that apply, too.
A Well-Meaning Industry Developed a Sticky Reputation
Perhaps the most familiar example is found in the way companies reach out to customers. Originally put in place in ARM organizations, outbound dialers automatically dial a list of phone numbers and connect
answered dials to contact center agents which is great for contact center productivity but can be fraught with issues. The most infamous was contact centers gaining the reputation for intrusive and unwanted “robocalls,” often generated by fraudulent companies preying on consumers.
Despite decades of enhancement such as improving outbound outreach by layering in customer preferences as well as campaign management and other achievements, the damage was done. Now the environment is highly regulated with complicated rules that companies need to follow, or they risk significant penalties and reduced customer loyalty.
Bottom Line: Fine-tune compliance tools to enhance CX and AX
Besides addressing regulatory requirements, solution providers also rapidly worked on critical issues, such as preference management, answering machine detection, multi-channel outbound contact, and
also converted outbound outreach efforts into proactive, two-way communications that raised both CX and AX. In today’s competitive world of customer engagement, enabling customers to contact a
company on the channel of choice is key, but just as important is contacting customers in the way they prefer while still taking into account the compliance-based focus for each channel.
Read the full eBook here.
To learn how LiveVox’s unified platform can help improve the customer and agent experience, watch this short video.