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’ve 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
- Other speaks to be confirmed
About the speakers
Michael is a National and European awarding winning customer experience professional, with over 20 year’s leading front line service operations and customer experience functions for brands such as Orange, Tesco Bank, Virgin Money and Atom.
Michael’s current role is Head of Digital Experience at Atom Bank, where he is responsible for CX Insight, Customer Research, UX and Experience Design.
He is also a lead judge for the North East Contact Centre Awards, CCMA Awards and the European Contact Centre and Customer Service Awards.
With a unique combination of insight, continuous improvement, CX and operational leadership experience, Michael has a ‘total view’ of what it takes to design and deliver industry leading products and services customers love.
Book your place(s)
Where and when?
Date: Tue 27 Jul 2021
Time: 12:00 pm - 1:00 pm
Who is it for?
Members and non-members
Why should you go?
Get the very latest insights into the Contact Centre Consumer
How much is it?
Free to attend