For credit union agents and their members, security and privacy are a two-way street. Members need to make sure their sensitive data is private and secure, while remote agents need to make sure their security and privacy concerns are met as well—especially when they’re working from home.
Credit unions can use their cloud contact center solution along with a combination of other technology and management practices for rock-solid security and privacy that builds trust for both agents and members.
Concerns from Work from Home Contact Center Agents
Recording contact center calls is not new. Office-based contact centers have long been making call recordings for training purposes. To ensure positive, productive agent interactions, supervisor barge-ins have been routine.
continue reading »