{"id":1595,"date":"2024-04-16T17:08:47","date_gmt":"2024-04-16T17:08:47","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=1595"},"modified":"2026-02-20T14:52:29","modified_gmt":"2026-02-20T14:52:29","slug":"wcag-compliance","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/ja-jp\/resources\/blogs\/wcag-compliance\/","title":{"rendered":"WCAG Compliance is Key to Accessible Customer Service"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>WCAG Compliance is Key to Accessible Customer Service<\/h1>\n                <div class=\"publish-date\">Published: 4\u6708 16th 2024<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;color:#0c2943;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p data-pm-slice=\"1 1 []\">In a recent blog, <a href=\"\/en-gb\/content-guru\/resources\/blogs\/combat-employee-burnout-in-the-contact-center\" target=\"_self\" rel=\"noopener noreferrer nofollow\">we covered strategies for combatting employee burnout in the contact center.<\/a> Investing in and developing the best talent should be a priority for your organization, and a key part of that is making your contact center as accessible as possible for your employees. In the digital era, there\u2019s really no excuse.<\/p>\n<p>The Web Content Accessibility Guidelines (WCAG) are a set of technical standards, that aim to make web content as accessible as possible to the broadest range of people. In the contact center, this involves making sure that your cloud contact center solution meets this regulatory standard. In short, the interface your agents use to answer contacts must be WCAG 2.2 compliant.<\/p>\n<p>To understand how to achieve this, we need to go in-depth on the WCAG guidelines. What do they prescribe? What does a WCAG-compliant solution look like? How can you implement one in your contact center?<\/p>\n<p>Before we go on, accessibility is only one aspect of the Agent Experience (AX). To learn about the biggest trends in agent experience, <a href=\"\/en-gb\/content-guru\/resources\/whitepapers\/how-generative-ai-will-revolutionize-agent-experience\" target=\"_self\" rel=\"noopener noreferrer nofollow\">download Content Guru\u2019s whitepaper: <strong>From AI to AX: How Generative AI will Revolutionize Agent Experience.<\/strong><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">What Does WCAG Compliance Mean?<\/h2>\n<p>The Web Content Accessibility Guidelines (WCAG) recently saw an update. The latest standard is WCAG 2.2; a step up from the previous 2.1.<\/p>\n<p>WCAG 2.2 is built around four principles. A website has to be:<\/p>\n<ul class=\"rt-bullet-list\">\n<li>Perceivable,<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>Operable,<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>Understandable,<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>Robust.<\/li>\n<\/ul>\n<p>Each of these principles is supported by thirteen guidelines, with each broken down into success criteria that a given service must meet. That might seem like a lot, but luckily, there\u2019s no need to grapple with every success criterion right here and now. To give you an idea of what kind of measures WCAG compliance entails, here a just a few examples:<\/p>\n<ul class=\"rt-bullet-list\">\n<li>To make a service <strong>perceivable<\/strong>, you need to ensure that users can recognize your online services with their available senses. This involves ensuring every image has descriptive alt-text, or using text colors that show up against their background, to make your website accessible to people with visual impairments.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>To make a service <strong>operable<\/strong>, your users must be able to interact with your content through any interface. This could be making sure users can navigate your website using the keyboard only, letting users disable animations, or making your interactive elements obvious and convenient.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>To make a service <strong>understandable, <\/strong>you need to make it clear to all your users how your service works. For instance, you need your content and features to behave in consistent, predictable ways, and make errors easy to identify.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>To make a service <strong>robust<\/strong>, you need to ensure that your website is compatible with a range of assistive technologies, such as screen readers. That means making sure your website components can be interpreted by assistive technologies, including their current state, and if that state will change.<\/li>\n<\/ul>\n<p>Adopting all these principles will result in a service that can easily be accessed and navigated by anyone, regardless of their different needs. This isn\u2019t just regulatory box-checking; your business stands to benefit in real times.<\/p>\n<h2>Why Adopt WCAG 2.2?<\/h2>\n<p>WCAG is popular; <a href=\"https:\/\/accessible-eu-centre.ec.europa.eu\/content-corner\/news\/wcag-22-officially-w3c-recommendation-2023-10-06_en\" rel=\"noopener noreferrer nofollow\">both the UK and EU have adopted WCAG 2.2 as the standard for web content<\/a>. <a href=\"https:\/\/accessibility.blog.gov.uk\/2022\/12\/09\/some-changes-to-the-public-sector-digital-accessibility-regulations\/\" rel=\"noopener noreferrer nofollow\">If you\u2019re a public sector organization, your online services are legally required to meet this standard<\/a>. If not, it\u2019s still good practice.<\/p>\n<p>There\u2019s a good reason to prioritize accessibility for your business:<\/p>\n<ul class=\"rt-bullet-list\">\n<li>Customers with accessibility needs are often classified as vulnerable. These customers are the ones most in need of support, particularly in the event of a disaster. If they can\u2019t access one of your most important points of contact, they\u2019re going to struggle to find your organization\u2019s contact information.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>And this doesn\u2019t just apply to your current vulnerable customers; any one of us can become vulnerable at any time, through illness, accident, or injury. If one of these things were to happen to you, you\u2019d be a little more comfortable to know you can still access essential services.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>All this filters through to the overall Customer Experience (CX). Negative reviews have a huge impact on business performance (even more so under the gaze of regulators). Failing your most vulnerable customers will lead to knock-on effects amongst your broader customer base, and will provoke rising customer defections.<\/li>\n<\/ul>\n<p>And this applies to more than just your customer-facing websites. The online tools your employees use should also meet this standard of accessibility. If your customers can\u2019t access a particular system, why would you expect your employees to?<\/p>\n<h2><\/h2>\n<h2><\/h2>\n<h2>\nImproving Agent Experience with WCAG 2.2<\/h2>\n<p>Perhaps the most important applications of WCAG are employee-facing. In this contact center, this means ensuring that your cloud CX interface is as accessible as possible. Here\u2019s why this is critical:<\/p>\n<ul class=\"rt-bullet-list\">\n<li>Your agents work fast. This means taking hundreds of calls every day in quick succession. A clunky, inaccessible interface is going to slow your agents down dramatically, forcing customers to wait longer for a response, and driving up customer frustrations.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>If your primary employee tool is fundamentally inaccessible, you\u2019re dramatically limiting your pool of available talent. Globally, <a href=\"https:\/\/www.who.int\/news-room\/fact-sheets\/detail\/assistive-technology#:~:text=Globally%2C%20more%20than%202.5%20billion%20people%20need%20one,billion%20people%20will%20need%20assistive%20technology%20by%202050.\" rel=\"noopener noreferrer nofollow\">more than <strong>2.5 billion people<\/strong> leverage some kind of accessibility tool<\/a>. That\u2019s a <strong>quarter of the population<\/strong>; and a quarter of your potential talent lost to negligence.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>As previously stated, any one of us could become vulnerable at any time. In fact, <a href=\"https:\/\/en.wikipedia.org\/wiki\/Ageing\" rel=\"noopener noreferrer nofollow\">given that humans do age<\/a>, there\u2019s a 100% chance of you needing accessibility tools during your life. Your employees are going to feel much more comfortable in their roles knowing you have their backs in a tough situation.<\/li>\n<\/ul>\n<p>That\u2019s not to mention the fact that, as of 2025, <a href=\"https:\/\/userway.org\/blog\/european-accessibility-act\/\" rel=\"noopener noreferrer nofollow\">the European Accessibility Act will make WCAG 2.2 compliance a legal requirement for businesses, both internally and externally<\/a>. If your business isn\u2019t up to standard, you could be at risks of regulatory fines. To get ahead of the regulatory curve, your organization needs to be working to adopt WCAG 2.2 guidelines now.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">WCAG 2.2 Compliance with storm<span class=\"ProseMirror__styled\" title=\"superscript\" data-mark-styled-class=\"superscript\"><sup><sub>\u00ae<\/sub><\/sup><\/span><\/h2>\n<p>&nbsp;<\/p>\n<p>The <strong>storm<\/strong><span class=\"ProseMirror__styled\" title=\"superscript\" data-mark-styled-class=\"superscript\"><sup><sub>\u00ae<\/sub><\/sup><\/span> cloud contact center interface is fully WCAG 2.2 compliant. This means that our single point of access interface, the DTA<span class=\"ProseMirror__styled\" title=\"superscript\" data-mark-styled-class=\"superscript\"><sup><sub>\u00ae<\/sub><\/sup><\/span>, follows all the principles of WCAG, and meets every success criteria. This makes <strong>storm<\/strong> the perfect cloud CX solution for public sector organizations; indeed, one of the world\u2019s largest healthcare providers, NHS England, uses <strong>storm<\/strong> to handle both non-emergency 111 and emergency 999 calls.<\/p>\n<p><strong>storm<\/strong>\u2019s accessibility, scalability, and reliability make it a first choice for both private and public sectors. To learn more about the ways Content Guru is leading public sector innovation, <a href=\"\/en-gb\/content-guru\/resources\/whitepapers\/how-customer-experience-is-transforming-healthcare\" target=\"_self\" rel=\"noopener noreferrer nofollow\">download our newest whitepaper, <strong>The Patient Revolution: How Customer Experience is Transforming Healthcare.<\/strong><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>The Web Content Accessibility Guidelines (WCAG) are a set of technical standards, that aim to make web content as accessible as possible to the broadest range of people. In the contact center, this looks like making sure your cloud contact center solution is up to scratch. <\/p>\n","protected":false},"featured_media":5371,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[40],"resource_type":[5],"resource_folder":[71],"class_list":["post-1595","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-back-office-optimization","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>WCAG Compliance is Key to Accessible Customer Service - \u65e5\u672c\u8a9e<\/title>\n<meta name=\"description\" content=\"The Web Content Accessibility Guidelines (WCAG) are a set of technical standards, that aim to make web content as accessible as possible to the broadest range of people. 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