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This is an underappreciated fact that plagues marketing executives, contact center administrators and customer experience (CX) experts who strive to make each call a pleasant and successful activity for customers. All enterprises were put to the test in early 2020, as the global pandemic accelerated the transition of daily commerce from malls, hospitals, airports, hotels or doctors’ offices to digital “platforms” for voice, chat and even video.

Businesses face an array of federal and state regulations, many of which have direct impact on the call center. The resources that must be dedicated to assure compliance are not trivial. Significant time and money must be spent on keeping abreast of regulations and complying with their requirements. While compliance is required for companies to operate, the compliance efforts do not contribute to business productivity. To prevent becoming overwhelmed by the many regulations that pertain to your business, it pays to invest in a system that can help you put your compliance house in order and maintain it efficiently.

One of the lasting impacts of Covid-19 related “lockdowns” is a fundamental change in the role of contact centers that emphasizes the need both for speedy authentication and stronger methods to combat fraud.

The prevalence of digital banking and remote banking via call centers requires new and convenient ways to authenticate customer identity. Even though bank customers agree with the need for security, they do not want to undergo excessive authentication before they can accomplish the simplest transactions in their own account.

In today’s world technology is changing - and fast. In our personal lives, we use lots of different technologies to communicate with friends and family all over the world – mobile phones, video, chat, email and social networks. In this way at least, the world has truly become a ‘smaller place.’

Large-scale disasters lead to long-term change and the global C19 pandemic will be no exception. It has already forced the biggest players in finance, healthcare, airlines, retailing, telecom and their business process outsourcers to migrate tens of thousands of customer care agents from formal contact centers to home-office digs.

As the world is adopting various forms of social distancing and adapting to a new reality, the contact center is simultaneously witnessing several phenomena.