BFC Bulletins Monthly News Digest
Tags Customer Experience Digital Transformation
Recording 100% of customer interactions means recording entire sessions so that they can be replayed exactly as the customer experienced it, including full details of date and time, devices used and IP addresses. All of these can affect the legality of any interaction with counterparties and can help in appropriately resolving any disputes.
Beyond security reasons, 100% digital recording also helps customers monitor interactions, allowing them to easily follow activity while registered in a website. Furthermore, automated, tag-less recording also allows non-registered website visits to be incorporated into historical data for a full investigation of any issues or activity at a later date.
