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
- Mark Crowley, Group Head of Risk Management at Theo Paphitis Retail Group
- Edgar Pimenta, VP, Information Security at Talkdesk
About the speakers
Pauline Smith MBE
Mrs Smith is currently Director of Action Fraud at the City of London Police, having previously spent 30 years with Staffordshire Police and Nottinghamshire Police as Head of their contact and incident management centres, where she had responsibility for the day to day operation and managing in excess of 300 staff in each force dealing with some 2 million calls per year.
Her efforts were first acknowledged in 2002, when named runner up for Call Centre Manager of the year, then again in 2005 as winning European Call Centre Manager of the Year, the first ever public-sector recipient of this prestigious award. In December 2006, she was named by Call Centre Focus – Industry Champion 2006, the national award for the private and public sectors. Her efforts were further acknowledged in June 2008 when she was named in the Queen’s Birthday Honours List to receive an MBE for her services to policing, which she received at Buckingham Palace in November 2008.
John Greenwood is an innovative, award-winning contact centre specialist recognised for his ground-breaking work in securing telephone payments and thought leadership and direction in his collaboration with the PCI Security Standards Council and payments ecosystem in drafting current PCI SSC Information Supplement Protecting telephone-based payment card data.
Having a professional background in the customer contact outsourcing, John has led significant change projects in launching customer not present contact strategies for leading brands across the Financial Services, Technology, Travel and Retail sectors. In 2000 he launched what has been recognised as one of the world’s first ‘chat’ based customer contact centres delivering sales, service and fulfilment operations for BT ecommerce customers.
Mark is responsible for all aspects of the Risk Management strategy and execution at Theo Paphitis Retail Group (TPRG) which includes Loss Prevention, Business Continuity, Health & Safety, and Information Security. More recently he also picked up board accountability for Customer Service and is passionate about driving improvements in Customer Experience whilst balancing traditional Risk Management. Prior to joining TPRG, Mark led worked as an executive leading the Profit Protection team at John Lewis with previous experience in international retailers from Burberry, Gap, and Arcadia.
Edgar Pimenta is the VP for Information Security at Talkdesk (a Cloud Contact Center) and has the responsibility of the Governance, Risk and Compliance of Information Security at Talkdesk where he manages the team that deal with Policies, the Security Education Program, the Security Risk Management processes, data protection, among others.
Prior to this, Edgar worked on highly regulated industries in the Financial and Telecommunication sector, being always very close to security and privacy topics.
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