Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights.
Customer service is a new kind of battlefield today—you have to consider the entire life cycle of interaction with the customer, not just the point of sale.
Because of this huge market opportunity, companies you may not expect are entering the market. The latest big entrant is Amazon Web Services. When they could not find a suitable contact center for their own internal requirements, they decided to build one themselves.
Our businesses and organizations are becoming increasingly complicated environments with each passing year. Inevitably, as you grow, you’re going to find yourself creating new departments, starting special project groups, and hiring more people all along the way.
WHY IS IT IMPORTANT TO BE PCI COMPLIANT?
The Payment Card Industry Data Security Standard (PCI DSS) is a set of rules and regulations around credit cards, sensitive payment data, and other identifiers. Merchants are subject to $25+ fines per card leaked, suspension of merchant privileges, and mitigation costs that could skyrocket into millions of dollars for even a small data breach.
So what are you really missing from your Call Center Scorecard? Automation.