How do you measure risk in your contact center?

Customer data is the lifeblood of the contact center. Your ability to deliver seamless customer experiences across multiple channels depends on it. Unfortunately, where there is data there is also security risk. The question is how do you handle that risk to reduce your company’s liability while enabling your agents to deliver the service customers... Read More

How to Reduce PCI Scope in the Customer Service Center

Customer service centers don’t have much of an option when it comes to whether or not they handle financial transactions. Customers expect to be able to make a payment or complete a purchase when they call your company, and if they can’t, they’ll take their business elsewhere. The one thing customer service centers can do... Read More

When You Make Me Wait Don’t Waste My Time

There are lots of great suggestions about how to keep customers from zeroing out. But sometimes zeroing out is exactly what you want them to do. When? Whenever they want. If your customer wants to talk to an agent, make it happen. If he hits zero, send him on to a live agent, no questions... Read More

When They Gotta Go They Gotta Go

We talk a lot about IVR containment. Containment is a good thing. The fewer people that zero out the better your return on your IVR investment. But there’s one time where containment is not a good thing. When the caller doesn’t want to be contained.Your business success doesn’t depend upon how well you keep customers... Read More

Not Your Father’s IVR

Sometimes, I’m just thinking out loud here, in a world of smartphones and devices and the Internet of Things, we begin to look at IVR as another telegraph or typewriter—something so yesterday, so antiquated, so powerless—at least in comparison.   But it’s just not true: certainly not today, and it will be even less so... Read More