Exceptional CX compliance is a crucial consideration for every contact center.
No matter which industry you’re involved in or what kind of conversations you have with customers, there will be strict regulations and guidelines surrounding your company. Failure to adhere to the rules in your industry or location could lead to hefty fines, lost customers, and a damaged reputation.
Fortunately, as the regulatory landscape evolves, the tools and technologies available to business leaders are transforming too. Today’s companies can work with various CX compliance companies to access state-of-the-art technology. The right tools can help with everything from automatic data redaction, to data storage.
Most business owners' biggest challenge is figuring out which compliance solutions and tools they should invest in for their teams. This step-by-step guide will give you the direction and insights you need to choose a secure CX strategy.
Step 1: Assess Your Regulatory Landscape
The first step in comparing tools for CX compliance is learning which regulatory guidelines affect your company. The policies you’ll need to follow will vary depending on your location, industry, and the type of data you collect.
For most contact centers, there are two kinds of compliance to consider: data security and industry-specific standards. Data security covers GDPR, CCPA, and frameworks like SOC 2 and ISO 27001. These concepts are relevant to virtually every type of contact center.
Industry-specific regulations examine how companies manage and use data in a specific sector. In the healthcare landscape, patient information is regulated by HIPAA guidelines. In the financial industry, there’s PCI compliance to consider. Conducting a full assessment of your current regulatory landscape will ensure you choose tools and resources crucial to your business operations.
Step 2: Define Essential Tools for CX Compliance
Once you have a clear view of the regulatory landscape, you can identify the critical tools to preserve your company’s reputation and protect your data. For instance, many contact center and CX compliance regulations require companies to record and store data safely.
This means you may need to invest in tools to collect valuable information, such as voice recordings, screen recordings, and shared text across various channels. You’ll also need to ensure your compliance tools can help you make the most of the data you collect.
Look for platforms with integrated capture and data management tools, reporting capabilities, and advanced analytics. Depending on your regulatory landscape, it may be necessary to search for additional features, too, such as the ability to redact or encrypt financial data in recordings.
Step 3: Ensure Integrations are Available
Staying compliant in the omnichannel contact center means ensuring you can collect and manage data from every communication channel in one environment. An end-to-end solution that allows you to draw screen and voice recordings from every platform into one space is crucial for complete visibility. It can also help to minimize gaps and issues with your data.
Look for solutions that integrate with your business's tools, from your CCaaS platform to collaboration technology like Microsoft Teams. You may also need to find tools connecting to legacy PTSN systems and existing on-premises platforms.