Trillium Insights

Thoughts and Insights from Trillium's Practice Leaders

A Customer Experience Recovery During a Major Power Outage

A Customer Experience Recovery During a Major Power Outage

As the result of a recent storm our power went out.  It was a bad storm that knocked out service for hundreds of thousands of people in Chicago.  Our power provider suggested that customers use their mobile app to report the power outage and to check back to see the status of the outage.... Continue reading…

Maintaining Data Privacy in the Contact Center

Maintaining Data Privacy in the Contact Center

Most of us have interacted with a contact center and heard the phrase “This call may be recorded for quality or training purposes”.  GDPR and some of the new US-based state-wide privacy regulation have an impact on the policies and business process for call centers.  One of t... Continue reading…

How do you manage GDPR security incidents?

How do you manage GDPR security incidents?

General Data Protection Regulation (GDPR) is the legal set of guidelines for the collection and processing of personal information by organizations within the European Union (EU.) GDPR also applies if personal data of an EU resident is maintained, regardless of where the organization is located, s... Continue reading…

How do you respond to GDPR security incidents?

How do you respond to GDPR security incidents?

General Data Protection Regulation (GDPR) is the set of legal guidelines for the collection and processing of personal information by organizations within the European Union (EU.) GDPR also applies if personal data of an EU resident is maintained, regardless of where the organization is located, s... Continue reading…