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Best Practice Approach to Compliance & Security in a Hybrid Operating Model?


From 12:00PM until 1:00PM

At Virtual/Online

Free to attend

CCMA / 0333 939 9964

What is a best practice approach to compliance and security in a hybrid operating model?

Adopting a hybrid contact centre operating model requires an advanced approach to risk and compliance.

For regulated industries, the risk of non-compliance is a major factor in determining the technology and processes that need to be adopted. With fraud a significant challenge, security in systems and processes to support and protect both colleagues and customer data is paramount. We’ve invited a panel of experts to discuss what best practice approaches organisations should be adopting in their hybrid operating models:

Pauline Smith, Director of Action Fraud, City of London Police and National Advisor to the National Police Chiefs Council on Contact Management
John Greenwood, PCI Compliance, CCP
Mark Crowley, Group Head of Risk Management at Theo Paphitis Retail Group
Edgar Pimenta, VP, Information Security at Talkdesk




The CCMA (Call Centre Management Association) is the longest established association representing the contact centre industry in the UK. The membership organisation supports contact centre leaders through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training. Its aim is to offer timely and impartial advice to its members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments.

For additional information on CCMA view their Company Profile

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