Compliance articles

Why Are SLAs Critical To Managing Customer Expectations?

Amid prevailing economic uncertainty, consumers are re-assessing where their money is spent. Most enterprises these days can clearly see the writing on the wall. For customers, the only thing that matters is their experience, nothing else. The transition of the economy from a profit-centric one to an experiential one has made this possible.

The requirements for establishing a successful business are changing completely. It's no longer about one giant sale. Rather, it's about a thousand small wins that add up to memorable consumer experiences and, eventually, long-term customer retention.

Understanding CCPA And Its Impact On Customer Support Centers

The California Consumer Privacy Act (CCPA) went into effect earlier this year, compelling organizations with operations or customers in the state to comply with certain data privacy and security mandates. For contact centers, however, CCPA compliance might not be optional as California accounts for nearly 12% of the U.S. population. So, there’s a good chance your customer service team processes California citizen data.