Agree upon a policy that works before you start the conversation

Since conversation management should be a very flexible and spontaneous matter, we cannot settle for a check-double check approach. We have to act ‘in the moment’ to be relevant for our customers. Remember: it’s a 24/7 world, you have to be prepared.

Hence, it’s essential to agree upon a conversational policy that works before you start, instead of having to discuss all activities with legal departments and other regulators. Once everyone is aligned, you can establish the necessary flexibility.

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