Compliance is no longer only a concern for Wall Street bankers. It now impacts all verticals – including telecoms, retail, finance and insurance – and all personas throughout the Contact Center – from the executive board to agents and end customers.
With thousands of interactions running through the system in the Contact Center each day, every exchange can and should be treated as potential evidence for disputes or claims. System managers are now guardians of potential evidence. IT plays a key role in implementing compliance processes, and needs the right technology.