Individuals now have the ‘Right to Erasure’ – also known as the ‘Right to be Forgotten’ – which means they can ask data controllers to delete the information they hold on them. This is regulated under Article 17 of the GDPR.
The obligation for organisations to record fixed and mobile calls, as well as digital communications, has grown dramatically in recent years in order to comply with regulatory mandates, enhance staff training and development, and create a richer set of auditable records, across all communication sources.
Subject Access Requests (SARs) under the General Data Protection Regulation (GDPR) have become a challenge for any organisation that handles and processes personal data.
The General Data Protection Regulation (GDPR), which came into force in 2018 introduced a multitude of new obligations on all companies, which already have a significant impact on the way they handle and process data.
Mobile first is a communication strategy that is spreading. The move towards mobile is undeniably reshaping the face of business - but, as well as extending enterprise mobility and flexibility for workers, it also brings challenges.
Companies use more and more digital communications channels to keep in touch with their customers. That can be a problem, as it means more dialogues and more media to record. Don’t worry though, Touch has you covered!
Eikon Messenger is a global communication and data platform used by more than 300,000 financial services professionals around the world to access to real time market data, news, fundamental data, analytics, trading and messaging tools. Eikon Messenger is delivered by Refinitiv, formerly the Financial and Risk business of Thomson Reuters.
The idea that artificial intelligence (AI) and machine learning (ML) will become key enablers for leveraging the huge volumes of data that organisations now hold on their customers is not a new one.
Christmas is traditionally the most significant selling season of the year for many retailers. In fact, many organisations – and some entire industries – rely on the Festive boom to boost their success over the full year.
The Nordic Financial Technology (FinTech) sector is growing rapidly. In 2017 alone, more than €450 million was invested in Nordic fintech, according to the Nordic Tech List. The region is becoming known as one of the world’s leading cashless societies.
Quality management is one of the biggest challenges facing call and contact centres, as well as outbound sales centres. Ensuring that individuals and teams have a structured training schedule and, importantly, are performing to the required level and meeting strategic targets and goals is time-consuming - and challenging to evaluate.
For any organisation providing a service – whether for internal strategic reasons or for customers – it’s essential that they monitor and optimise the uptime and quality of that service, in real-time and on a 24x7 basis. While they may have full visibility into their IT network, it’s often very difficult for an organisation to monitor and measure the levels of service being received by a customer or end user.
According to a recent survey of 8,000 adults from Ipsos, more than three-quarters (77 per cent) of consumers have chosen a product or service from a company because of a good experience they had with it. Conversely, 64 per cent have avoided a brand because of a bad experience.
If you are a small or medium businesses still struggling to get on top of your obligations to comply with the far-reaching EU General Data Protection Regulation (GDPR), don’t panic, you’re not alone… and help is at hand!
Call recording provides a valuable tool for monitoring the quality of customer services, training staff, resolving disputes, ensuring adherence to best practice, meeting SLAs, providing audit trails and, of course, to ensure compliance.
It’s widely accepted that the quality of customer service provided by an organisation can have a significant impact on brand reputation. A major component of that is poor call handling, which can also affect the perception a customer has of your organisation. In turn, this can ultimately lead to a loss of sales if the problem is severe or widespread enough.