What can we learn about the GIPHY content moderation slip-up?

What can we learn about the GIPHY content moderation slip-up?

Shocked woman looking at smartphone

When it comes to content moderation, consider the butterfly effect. In a sense, one mistake can make a ripple and affect everything. And sometimes, one mistake can cost a business relationship.

Earlier this year, image-sharing social media apps Instagram and Snapchat had integrated theanimated GIF aggregator GIPHY into their apps as stickers for snaps and stories. Just months later, they’re now cutting ties with the GIF database after a content moderation mishap. This comes after one racist GIF wasn’t scrubbed from their library, and was therefore available for use for the apps. The GIF in question is a “death counter” of sorts for black people. Thus, their parting of the ways with GIPHY. Read More

Delivering excellent customer experience by going beyond good customer service

delighted excited man in phone call

The happier your customers are, the more willing they’d be to spend on your business. How then do you make them happy?

Most business leaders think that customers’ happiness boils down to good customer support. And in a lot of ways, it’s true. In the age of the smartphone and the Internet, people want speed, efficiency, and accuracy. They want their problems solved instantly, expecting brands to deploy highly capable people to fix their issues. Read More

What can the EU’s new data security and privacy policy mean for call centers?

padlock with european union flag pin on europe to show eu gdpr data security

The European Union’s (EU) new data security and privacy directive seeks to improve how businesses, including call centers, handle vital and personal data of the trade bloc’s constituents. This presents implications on how contact centers should process an EU citizen’s personal information.

In early 2016, the EU signed into law its new data protection policy, the General Data Protection Regulation (GDPR). The 28-nation political and economic entity gave companies around the world a two-year grace period to adhere to the standards of the said legislation when handling the personal information of EU citizens. As the May 25 deadline looms near, it’s important to know how this can affect your call center should you handle EU customer data. Read More

5 Cybersecurity trends and predictions that may shape the year 2018

hacker formed by characters in dark

Is your call center equipped to fend off cyberattacks or to comply with new data security regulations?

As technology continues to grow, the number of ways it can be exploited grows as well. With 2017 rife with huge data security breaches, it’s hard not to be worried for your call center’s security. After all, maintaining customer trust and securing their personal data should be top priorities in your contact center. Data security experts have chimed in on cybersecurity trends and challenges that companies may face. So, why not use this opportunity to improve your digital safety measures and equip yourself with the knowledge of what’s to come? Read More

Why shaping the agent experience should be your call center’s 2018 priority

call center team leader chatting with customer support agents about employee experience

Improving the quality of work life your call center agents experience can help enhance the customer experience.

How often do you ask your employees how they’re doing? Aside from the typical stress that call center agents face, how difficult is it for them to execute their tasks? Have you ever asked them how they feel about the company?

How’s their experience? Read More

Spotting the signs of workplace toxicity in the call center

angry woman with mad mob behind

How do you know if your call center is a toxic workplace?

There are many factors that can cause employee turnovers in the contact center. Sometimes it’s because the employees feel that there’s a lack of career advancement, or they think that the job’s monotonous, or they’ve became incredibly stressed from the intense pressure of the work environment. Sometimes, they even feel that the pay you give isn’t enough for them to stay. Working in a call center is already a stressful endeavor for employees. But maybe your workplace environment itself is what’s turning off your agents. Read More