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02
July

The Evolution of Call Centres in the Financial Services Industry

July 2, 2018
In Thought Leadership Pieces
By webmaster

‘How well a business is able to manage and implement the service delivery process has a direct effect on retention of existing clients, and can have a significant impact on acquiring new business. The result is that satisfaction is based on how well an institution meets and exceeds a customer's expectations in every interaction’ (from the working paper ‘Effective Call...

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03
June

5 Key Facts That Will Make You Understand the GDPR Challenges

June 3, 2018
In Thought Leadership Pieces
By webmaster

The General Data Protection Regulation (GDPR) came into force last Friday 25 May 2018, triggering off waves of ‘we have updated our Privacy Policy in preparation of the GDPR’ emails in your mailboxes. This EU regulation covers the protection of EU-based organisations’ personal data as well as safeguarding EU residents’ data processed by foreign companies outside the EU boundaries....

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02
May

Trust issues surrounding data privacy

May 2, 2018
In Media Coverage
By webmaster

Awareness has never been rifer on where our personal data is going, who is harvesting it, and for what purpose. This was brought to prominence in March after 87 million Facebook users’ personal data had been collected, unknowingly, via a third-party app and shared with election consultancy Cambridge Analytica. It has been described as the biggest security breach of the...

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