Adopting a hybrid contact centre operating model requires an advanced approach to risk and compliance.

For regulated industries, the risk of non-compliance is a major factor in determining the technology and processes that need to be adopted. With fraud a significant challenge, security in systems and processes to support and protect both colleagues and customer data is paramount. We invited a panel of experts to discuss what best practice approaches organisations should be adopting in their hybrid operating models:

  • Pauline Smith, Director of Action Fraud, City of London Police and National Advisor to the National Police Chiefs Council on Contact Management
  • John Greenwood, PCI Compliance, CCP
  • Mark Crowley, Group Head of Risk Management at Theo Paphitis Retail Group
  • Edgar Pimenta, VP, Information Security at Talkdesk

One leading piece of advice from the experts… focus on your front line, educate them, and protect them. Colleague engagement is critical.

Below is access to the recording of the seminar.