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Contact Center Disclosures The dreaded disclosure information… you hate hearing it, your agents hate reciting it, and, honestly, your customers are not remembering it. It’s a challenge to make this pesky, yet crucial information interesting and engaging to your customers, but, at the end of the day, they have to hear it regardless. In some […]

100% Correct Disclosures You know the old phrase, “Close only counts in horseshoes and hand grenades”? Well, you should also take that to heart when it comes to the customer experience. Close is not good enough in a contact center—your agents should seek to get it right the first time, every time they talk to […]

Automated Delivery & Contact Centers In early 2016, The Economist predicted the death of call centers. They predicted that this death, unsurprisingly, would come from the hands of rising technology. The author explains that, soon, call center workers will not be needed to perform repetitive tasks over the phone, as technology will handle those seemingly […]

Automation and Agent Training With the massive influx of Contact Center technologies taking place, it’s easy for leadership to turn their attention towards implementing tools, plugins, and software that entirely alters the customer experience. These automation tools are inherently valuable and can save your organization, your team, and your customers time and money. However, the […]

Healthcare Compliance and Security When it comes to dealing with your customers’ sensitive health or personal information, we cannot overstate the importance of compliance and security. If you are responsible for your patients’ medical and healthcare information, the responsibility to protect this data rests on your shoulders.   The Impact on Your Customers The Washington […]

Consumer Data Loss = Financial Loss When consumers make payments to or share personal data with their healthcare or insurance providers over the phone, contact centers face an increased risk of fraud and data breaches. According to InstaMed, the average cost to a healthcare or insurance company for a data breach involving credit card data, […]

Effective Communications and the Utilities Space As Contact Center professionals in the utilities industry, your job is straightforward: provide high quality and effective communications with your customers regarding billing, outages, and their other needs.   Greentech Media recently reported that, in 2016, the average utility customer spent about eight minutes annually interacting with their utility […]

Why Protect Online Payments Why is it so important to protect your customers’ personal information while shopping online? The answer is simple—a stolen card can result in significant time and inconvenience for customers who have to remove fraudulent charges and potentially clean up their credit report or deal with credit delays.   The Many Threats […]