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How Speech Analytics Can Reduce Costs & Improve Contact Center Efficiency (Case Study Examples)

Fact: Contact centers are set up to handle all customer communications (inquiries, complaints, etc.) and have a direct influence on the customer experience. Fact: Contact centers can also be huge cost centers. “It’s unfortunate, but [many companies view] contact centers as the redheaded child,” says Ross Haskell, senior director of products at LogMeIn’s BoldChat Products, […]

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3 Data Center Breaches That Could’ve Been Avoided

Unfortunately, large-scale data breaches are far too common in today’s digital marketplace. With consumer information, such as credit card and banking information, mailing and email addresses, user names and passwords, etc., routinely provided over the phone or during online transactions, the safety and security of sensitive cardholder information can be compromised if companies fail to […]

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10 Keys to PCI Compliance in the Call Center

If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. During the 2013 holiday season, Target confirmed publicly that credit and debit card information for 40 million of its customers had been compromised (as well as email and mailing addresses for an additional […]

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