It might not be as sexy as social media. It might not be as thrilling as customer complaint handling. It might not be as buzzworthy as Big Data Analytics.
But when it comes to issues pivotal to the successful operation of the call center—and the business at large—few matter more than regulatory compliance.
A challenge for all business units, compliance is especially relevant in the world of customer management, which faces particularly-scrutiny due to its reliance on communicating with customers across a number of different channels.
"Unfortunately for the teleservices industry, we have been a popular industry for regulatory targets starting in about 2003 and continuing even through last week with some FTC amendments," notes Michele Shuster, partner, Mac Murray, Petersen and Shuster LLP, in this exclusive Customer Management IQ podcast. "We need to stay on top of what’s happening in the political world, what types of bills are being introduced that affect our industry…and we need to be active in speaking with our politicians.
"More importantly, in the event that these bills become laws…we need to be prepared to understand the ramifications and be able to adapt them."
Shuster, who will be presenting a Master Class entitled "Regulatory Compliance: What Executives Need to Know to Sleep Easy" at the 13thAnnual Call Center Week in Las Vegas, NV, joins the CMIQ "Customer Creation" podcast to reveal exclusive insights on recent, proposed legislation (such as the U.S. Call Center Worker and Consumer Protection Act), how regulatory expectations are changing amid the rise of multi-channel and how the call center manager can leverage his internal resources to stay compliant.
Check out the all-important new podcast in the player above!