The contact center is one of the most important resources in any business environment. It’s not just where agents connect with consumers to make sales or address concerns. It’s also the center of your “customer experience” strategy. Without an effective contact center, companies can’t deliver the service, support, and guidance their consumers demand.
Unfortunately, the contact center is also home to huge volumes of sensitive data. While this data can be valuable for guiding company initiatives and strategies, it’s also subject to strict regulatory guidelines. Every contact center must ensure they’re not only collecting the right data in the contact center but storing and securing it effectively.
Unfortunately, around 96% of contact center leaders say they struggle to maintain compliance in a world where customer communications are growing more complex.
Today, we’re looking at some of the top contact center compliance challenges businesses face, and how you can overcome them.
The Top 5 Contact Center Compliance Challenges
Achieving true compliance in the contact center requires companies to understand which guidelines apply to their operations, and how they can follow them effectively. There’s more to compliance than simply implementing the right strategies for data encryption and fraud detection.
In today’s world, compliance in the contact center is becoming increasingly difficult, as communication trends change, and regulations evolve. Here are just some of the biggest challenges businesses are facing today.
1. Comprehensive Communications Capture
In the past, collecting contact center information for compliance purposes was often a straightforward process. Companies usually only had to worry about storing email information and call data. Now, in the omnichannel world, there are numerous different environments that need to be monitored.
When using comprehensive CCaaS platforms like RingCentral, organizations need to think about how they’re collecting data from not just calls, but video conferencing sessions, messaging discussions, and mobile interactions. Using different tools for archiving and collection on all channels increases a company’s chances of data silos and inaccuracies.
That’s why it’s so important for organizations to have a comprehensive solution in place, capable of capturing all call and screen recordings, chat messages, and more in one place. With an integrated solution, businesses can ensure they’re capturing contextual, rich, and accurate data, no matter which touchpoints they’re using to connect with customers.
2. Guarding Against Data Loss
Collecting data effectively is just one part of the puzzle for companies in the modern contact center landscape. Once data is captured, it needs to be carefully stored and managed, to ensure vital information isn’t lost. Many regulatory guidelines require companies to implement careful strategies for protecting customer data and mitigating potential breaches.
Unfortunately, protecting against data loss, in an environment where companies are now producing huge volumes of data every day, can be complex. Fortunately, a compliance solution integrated into your contact center platform can help.
Innovative systems, like Theta Lake’s compliance service for RingCentral, leverage AI and machine learning to analyze video and audio content against dozens of built-in policies.
It’s specifically designed to detect and redact potential data issues and make certain no valuable information goes missing. There’s even support for custom detections to help companies ensure they’re storing the right data, while keeping sensitive data protected according to privacy guidelines.
3. Compliant Archiving
To adhere to contact center compliance guidelines, companies need to ensure they’re not only collecting the right data but removing any sensitive information from their records. For instance, PCI-DSS guidelines prohibit contact centers from capturing sensitive credit card information.
