The GDPR is fast approaching and promises to have a significant impact on the future of the contact center, with new regulations around the handling of the personal data of E.U. individuals.
As a result, contact centre leaders will need to make significant changes to their operations to improve standards around privacy and data protection – focusing on everything from skills upgrades to new policies, workflows and roles.
But what does that actually mean in practice? Martin Hill-Wilson, an expert on GDPR and customer service, explores the key points in the GDPR and what organisations should be concentrating on between now and 25th May 2018.
This whitepaper, “GDRP: How it Changes your Contact Centre”, covers:
- The difference between data controllers and processors, and their obligations.
- The responsibilities on call centres when it comes to an individual’s right to transparency and to change inaccurate data.
- The steps necessary to demonstrate accountability and governance.
- How organisations must guarantee visibility of data flows across the entire value chain, call centres included.
- The role that technology can play in helping business be GDPR compliant.