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How does GDPR Change Call Center Industry Dynamics?

Understanding GDPR

In many organisations, protection of consumer data is provided for more as an afterthought rather than being incorporated into the “DNA” of the systems and business processes. While some of this has to do with the difficulty of incorporating protection into legacy systems(and processes) and the added inconvenience of controlling access to and troubleshooting systems, most of it has to do with...

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We live in a world driven by technology where organizations serve global customers with discerning tastes. “Customer is king,” the famous saying has continued to prove correct since the dawn of the industrial world and is the ethos by which global organizations strive. Customer service performance depends substantially on agent performance which is turn dependent on employee motivation. Managers...

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