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The General Data Protection Regulation (commonly referred to as GDPR) is a new EU-wide legal framework that will come into effect on May 25, 2018. Its primary aim is to give control back to citizens and consumers over the personal data that companies hold on them.

As a result, it’s set to have a significant impact on the contact centre industry, as well as any organisation that outsources their customer services operations to them.

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The new EU General Data Protection Regulation (commonly referred to as GDPR) is set to come into effect on May 25, 2018, meaning that small businesses face a big challenge to be ready in time. The question is: ‘Are you ready?’

GDPR is an EU-wide legal framework governing the collection and storage of, and access to, personal data, with the primary aim of giving control back to citizens, residents and customers. Despite Brexit, UK businesses will still be subject to the new rules, and will continue to be so if they have customers in the EU.

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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.

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The benefits of self-training in contact centres

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’.

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