Initial findings from a recent Sabio series of interviews with senior information security and risk management officers highlighted the growing impact that compliance is having on the customer experience provided by organisations.
The interviews identified a clear split between those seeing compliance as a policing role, and others who felt that it could deliver a more supporting function helping organisations to achieve their business goals while still addressing compliance requirements.
Respondents talked of increased complexity from a contact centre perspective, particularly in key areas such as multi-channel contact and managing compliance internationally.
The top three challenges for compliance within the contact centre were underpinning the contact centre business with the confidence that security brings, helping customers leverage all available channels, and the need for regulators to understand that multinational operations are faced with multiple compliance regimes.
"At Sabio we're seeing best practice organisations constantly working to strike the right balance between interpreting compliance regulations, identifying potential areas of business exposure and applying the right security policies to realise the benefits of change while still remaining compliant," commented Peter Galloway, head of Sabio Voice Self-service practice.
"If we're to ensure that compliance activities don't actively harm the customer experience, organisations need to shift their security focus from a 'must say no' attitude that looks to eradicate all business risk, to a more intelligent approach where security and risk managers are working together to help the customer-focused side of the business succeed without falling foul of compliance."
These two conflicting goals needn't be mutually incompatible: Sabio works with organisations to apply innovative technologies such as voice biometrics, speech analytics and PCI payment solutions to help achieve the dual goals of increased compliance and reduced customer frustration.