Sophisticated Data Collection Means Sophisticated Data Dilemmas

It’s all upside and personalized interactions until someone stops to ask whether data is being collected with full consent and stored with full security.
To me, one of the great takeaways from Enterprise Connect 2022 was the discussion of increasing levels of sophistication in data collection—some might call it “strip mining”—and repackaging that data for other uses, i.e., revenue generation. From the contact center perspective, the use of increasingly personalized information when speaking with customers makes a great deal of sense—since most of the time, when people dial in, they are not happy about something. (Having worked in a contact center early in my career, I fully recognize that no one ever calls and says, “Hey, my bill looks terrific this month. Thanks a lot!”) 

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What this Week’s Internet Privacy Action Really Means

It has become increasingly easy to turn off the news or not read the paper as even the most seemingly common sense approaches to regulation default to partisan bickering among clout-heavy lobbyists. And with a pro-big business Republican House, Senate, and president, it’s easy to understand how the current Congress and administration would abandon regulations designed to protect consumer privacy in favor of the interests of lobbyist clients that pay the biggest bills -- namely AT&T, Comcast, and Verizon, among others.

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