The General Data Protection Regulation (more commonly referred to as ‘GDPR’) is new EU-wide legislation intended to give consumers and citizens more control over how their personal data is used, and bring legislation up-to-date to meet advances in technology and new ways of exploiting data.
The legislation, which aims to provide more trust in the emerging digital economy, is set to come into effect throughout all EU Member States on 25 May 2018, and will provide stronger data protection laws, and tougher enforcement measures.
As technological innovation continues to reshape the contact centre landscape, the role of the live agent is actually becoming more important that ever, especially when it comes to building and maintaining customer relationships. As a result, it’s vital that agents are well trained and develop excellent ‘soft skills’.
Of course, consumers now have more channels than ever through which they can interact with your organisation. That’s not going to change: consumers want the easiest, most direct path to solving their problem or finding a solution, and the preferred way to do that is self-service or low friction channels, so-called ‘zero-touch’.