The FCA’s Consumer Duty regime is a big deal. It’s been a long time in consultation, review and preparation and if you are an FCA regulated firm and if you’re not already very familiar with what it means, then it’s probably time to start panicking!
Celebrating an oasis of opportunity. As the east wind blows in the first of the winter frosts, it’s a warming thought to remember a very pleasing and refreshing two days spent at Call & Contact Centre Expo (C&CC Expo) a few weeks ago.
On the 2nd Nov 1992, I hung up my sailing gear and joined The Decisions Group in Wimbledon. I’d married my bride the year before, got well beaten in Olympic selection by my best man earlier that summer, and was keen to throw myself into something new. By chance, that day was my birthday, and on reflection, that day was indeed a new beginning.
Over the years I have spoken with many individuals and businesses about this very subject, many who buckle at the knees at the thought of spending money on accreditations and certifications to demonstrate their compliance. You only have to look back to the 25th May 2018 when the GDPR came into effect and the utter chaos that this caused to the industry leading up to it.
The circle of life may be a wheel of fortune, however as the economy gets tougher and disposable incomes reduce, those running sales contact centres cannot afford to leave anything to chance.
The need for maintenance in an ever-changing world. Mark Zuckerberg’s old motto “move fast and break things” has been held up for years – depending on your point of view – as an example of all that’s best or all that’s wrong with Silicon Valley and tech titan’s impact on how we work in the 21st century.