Contact Centre Insights
Last year's Covid driven mass move to homeworking has been well publicised, with many contact centre workers and their employers having experienced both the benefits and pitfalls of working from home. This urgent and necessary rapid drive to homeworking has meant that many organisations were forced into cutting corners, especially in relation to payment security, data compliance and working standards. Although the crisis is still very much upon us, many businesses are now starting to evaluate the long-term benefits of homeworking and the impact it may have on their staff, service delivery and bottom line.
In this webinar series, we are asking leading contact centre experts in the fields of payment security, data compliance, productivity, wellbeing and technology...the question...how do businesses create a sustainable, secure and productive homebased contact centre service?
Coffee Table Conversations - Webinar 1
12.00-12.45, 17 February 2021
In our first webinar, we will ask leading contact centre experts how can businesses create a genuinely safe, secure and flexible working environment for their teams so they can flourish and achieve wherever they work. John Greenwood, Head of Technology & Payments, Contact Centre Panel, will chair an 'around the coffee table' style debate to hear the views of our expert panelists. The webinar will include a short demo from SentryBay, cyber security specialists, to illustrate how using the right technology can create secure remote working environments and an audience Q & A, where you will get the opportunity to ask the panelists questions.
John is a payments specialist and leading authority in PCI DSS compliance and how this applies to customer contact centres and 3rd party service providers. He was the driver and lead content contributor to the official PCI SSC Information Supplement, published in late 2018, which gives guidance on how to protect telephone-based card payment data.
Steve is an expert in regulatory compliance and has delivered operational change projects for many well know global brands. He has an in-depth understanding of the regulatory requirements on sales, marketing and customer service. Steve is Vice-Chair for the UK Data & Marketing Association’s Contact Centre Council and lectures on data privacy for the Institute of Data & Marketing.
Brent is a veteran of the technology industry with twenty-year's experience dealing with fortune 500 companies in the USA and globally. He has deep understanding of secure payment technologies and their capabilities. He is a Director at SentryBay who are a Cyber Security Company specialising in Endpoint security for remote workforces.
Topics for discussion
Our Contact Centre Homeworking webinar series includes two further sessions. These will focus on the following areas effecting businesses:
Date & time: TBC
Traditionally, when we have considered health and safety in the workplace and working conditions it has been in relation to the office environment. The mass move to homeworking has turned this on its head, with employers opening their businesses to new legislative risk and health & safety regulations.
In this webinar, leading legal and health & safety experts will give an overview of what is required and have an open discussion into the pitfalls and how to them avoid them to reduce risk.
Date & time: TBC
Wellbeing has become a hot topic in recent times, as businesses have started to understand and appreciate the importance of maintaining a happy and productive workforce. The move to homeworking has thrown up a new set of issues and has made the management of staff wellbeing particularly challenging.
In this webinar, we will discuss the challenges faced by many contact centre businesses with leading mental health and worker productivity specialists. Who will provide guidance on how to achieve and maintain a positive and productive teams.