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May’s monthly compliance newsletter

Tweets, Leaks, Tetris & Fines… who said compliance is boring? Read On!

This month’s headlines:

How failing to respect Covid-19 social distancing rules can cost you your reputation and maybe your business

EasyJet faces £18bn bill for data breach (claim giddy ‘no win, no fee lawyers)

eCommerce firms cut more slack as Strong Customer Authentication payment rules are delayed (again)

Big drop in nuisance calls, says Ofcom research

Vodafone generate twice the broadband industry average level of customer complaints, EE & Sky less than half

Lord Sugar’s cheeky advertising tweet turns sour

Travel and flight refund disputes drive surge in consumers’ C19 complaints

CMA blocks merger to ensure creps* price competition 

Scam tech support firm fined £500,000 for illegally calling consumers

*me neither, but I looked it up

Download it here:

HSBC’s NPS Nonsense

The thing is, HSBC, that even in these trying times I haven’t yet sunk to recommending banks’ chat services to my friends and family. Has anyone ever done that?
Surely this isn’t what Fred Reichheld & Satmetrix had in mind?

Omnichannel outperforms pure-play ecommerce x4

Omnichannel retailers are outperforming their ‘pure play’ eCommerce rivals fourfold in online sales growth.
AscensosWilliam Carson highlighted this is an article for The Retail Bulletin drawing on IMRG research into April’s UK online sales figures.
William’s article (https://lnkd.in/dqFNNX4) explores just why this might be, but it points to the vital contributions experience and relationship make to driving online revenues.

Homeworking – 43% unhappy & distressed says research

Worrying research from Moneypenny shows that 43% of people newly working from home due to Covid-19 are exhibiting unhappiness and stress:
“…37% claiming they are starting to feel the strain and a further 6% already struggling”
Again, this shows that the #technology challenge has been met, but people and process need urgent attention


C19, Homeworking & Compliance

Here’s an article we’ve written for the Call Centre Management Association looking at contact centre homeworking, in which we take a whistle-stop tour what to focus on in fraud, card payments, data protection, health & safety, commercial insurance, marketing, outsourcing and staff well-being

#CX Vlogging – Profiling & Segmentation

We had a great chat with Jericho Consulting‘s Ian Williams the other day recording the latest VXClub vlog

Ryanair takes it easy

Fair play to Ryanair for not immediately queuing up for a state bail-out, but hearing this morning that they have 25 million cash refund requests which will take 6 MONTHS to clear, I can only assume the staff working on that task at home are revelling under a relaxed management regime “relax, lads – there’s no rush!”


April’s Monthly Compliance Newsletter

Make your ‘New Normal’ a compliant one

This month’s headlines:

The ICO again promises ‘regulation lite’ as we cope with Covid-19 and highlights the cyber security dangers of homeworking 

Telemarketing firm fined £171,000 for misleading consumers and making 240,000 calls to TPS numbers

Morrisons ruled not liable for rogue employee’s data breach – avoiding a £55m compensation claim

Ofgem eases some requirements on energy suppliers, but demands continued multi-channel access for customers

ASA comes down hard on firms marketing vitamin C drips as a coronavirus cure 

Scam text competition service fined £250,000 

Download it here:

Contact centres during Covid-19 – Snapshot survey results

At the end of March we issued a brief, anonymous survey for contact centre leaders to share how they were coping with the inset of coronavirus. Their responses to questions about:

  • Demand levels
  • The shift to homeworking
  • Employment – furloughs, redundancies and recruitment
  • Staff absence

were fascinating – and supplemented by some great first-hand observations and stories from the customer contact ‘front-line’

Made with Visme Infographic Maker

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