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  • DMA Advice: GDPR – A training guide for contact centre agents

    By Linsey Knight on July 20, 2018
      GDPR came into force on 25 May, this and the 2018 UK Data Protection Act (2018 DPA) changes the way customers engage with brands. Trust will become a more vital component of the relationship and this trust will be gained through transparency. Empowering your front-line agents to have a fully rounded view of your data policies is really important. […]
  • Vulnerable Training

    By Linsey Knight on February 21, 2017
      At some point, most companies will have telephone conversations with people who find it difficult to make an informed decision about the choices offered to them. These choices can include anything from changing a utility supplier to making a charitable donation. Your business may need to communicate with: Consumers who have a diagnosed condition like dementia; or perhaps an […]

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