Voice of the Customer Analytics
Customer-centric data
is the key to improving
customer experience,
brand management, and
revenue.
7 Top Contact Center Trends Every Business Should Watch out For In 2021
7 Top Contact Center trends & Predictions for 2021 The contact center industry has faced more disruption over the past few months than it has for decades. This has driven businesses to rewrite their call center workbooks and adopt new models that will ensure their...
Call Scoring for Enterprise Contact Centers
Today, call centers using human scoring score less than 5% of volume
due to cost and technological limitations. With automated call scoring,
machine learning algorithms train using results defined by humans
(hot lead, rude agent, upset customer, etc.) to score calls instantly.
DATA SECURITY THREATS TO CALL CENTERS AND COMPLIANCE
Call centers are a rich source of sensitive personal information, particularly financial information such as credit card details. They are the main channel where customer problems are addressed, and sensitive data are shared. Personal data such as credit card numbers and social security numbers hold great financial value and are often bought and sold on the dark web by cyber criminals.
Prepping Your Remote Call Center Agents for the Holidays
The holiday season is quickly approaching! Most businesses, especially E-commerce stores, are coming up with strategies to capitalize on opportunities that come with them. According to Adobe Digital Insights in 2019, sales increased by 13.1% with consumers in the USA spending more than $142.5 billion dollars between November 1 and December 26 online. This number has been rising since 2016.
5 Ways to Measure Call Center Employee Experience and Satisfaction
It’s crucial to start somewhere, as monitoring your employee experience (EX) is the first line of defense for your enterprise’s customer experience (CX).