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

It’s Time to Get Serious about Omni-Channel Part 1

Today, every business that interacts and transacts with their customers online is beginning to plan for omnichannel adoption—or making the move already. Now the technology is moving into mainstream adoption, and the options and opportunities expand. Read this article to discover the ins and outs of omni-channel adoption and keeping up with mobile and tech-savvy... Read More

Customer Self Service: The Future is Now

Gearing customer service towards the next generation of customers has given some businesses a head start on tomorrow's marketplace. This doesn't mean that businesses are to forget about today's market and current customers. But the ability to anticipate what customers are going to want tomorrow gives businesses an edge on the competition. So what does... Read More

Financial Services Customer Engagement Means Customer Empowerment

Whether checking balances, transferring funds or paying bills, customers want to be able to access accounts any time of day, from anywhere, without relying on customer service call centers. Offering multiple channels through which customers can make inquiries and conduct transactions enhances self-service, and saves both the company and the customer time. Read More

A Dire Need for Customer Engagement in Financial Services

Banks and financial institutions came in last in the business industry category for consumer trust according to the Edleman Trust Barometer. Read this article to see why financial institutions struggle with engagement and discover one new method of improving customer engagement for financial consumers. Read More