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ABSTRACT:
With an estimated 100,000 call centers employing nearly 7.5 million workers handling an average of 1,708,379 calls per center per year, the opportunity for information leakage and data corruption is endless. For many companies, the call center is the first direct touch point to the consumer, and often an opportunity to access a consumer's personal information. The CMO Council has extended the Secure the Trust of Your Brand program to take a focused view of the call center ecosystem and develop best practices specific for both marketers and call center executives to adopt in order to secure data and brand. Experts from privacy, marketing and call center operations joined the CMO Council for a webcast and provided their views on call center exposure and how companies like Expedia, GE Money, AAA of California and Xerox adopt best practices in order to secure the trust of their brands.
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AUTHORS:
Tom Aeillo
Vice President of Worldwide Sales & Marketing, Envision Telephony
Jennifer Harkins Garone
Senior Manager, Privacy & Security, GE Money
Russ Reynolds
Vice President, Customer Support, Xerox Services
Cathy Bump
Senior Privacy Compliance Counsel, Expedia, Inc.
Alexandra Morehouse
Chief Marketing Officer, AAA of Northern California, Nevada and Utah
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