Contact centers have long served as the primary touchpoint for consumers, often receiving millions of calls a day. Understandably, the industry was one of the first to adopt speech analytics and artificial intelligence (AI) technologies to simplify and improve the customer experience.
Today, we see an increasing imperative to leverage modern speech technologies to support compliance and data safety protocols when interacting with customers. When call center compliance is gaining heightened scrutiny, let’s deep dive into how business leaders can navigate the ever-complex regulatory landscape.
Enhanced regulatory scrutiny due to Big Data
As regulatory standards become more stringent, compliance is critical for businesses and contact centers. Failure to comply with local or global regulations can result in substantial fines and severe penalties, impacting the corporate reputation and leading to economic losses.
With the growing customer data volume, the expenses and vulnerabilities associated with customer data continue to grow. Businesses today can monitor compliance in real-time by harnessing the power of speech analytics and AI to safeguard themselves from any legal and regulatory ramifications.