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

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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

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

Make your call center agents’ lives easier

excited call center agents

Your agents’ experience matters just as much as customers’ happiness.

Every contact center’s goal is to deliver an effortless consumer experience. In an ideal world, that means brief (or none at all) on-hold times, quick calls, full issue resolution, and effective customer service reps. But if agents are struggling because of disorganized internal processes, then here’s a sad news: all these are a lost cause. Read More

5 Trends that will shape your brand’s customer support this 2018

call center agent with customer support team

This 2018, what should your customer support strategy look like?

To keep customers happy and stay competitive, businesses should be able to embrace market innovations and new trends. That’s why every new year is always a good time to update the brand’s strategies and ensure that everything addresses your customers’ evolving needs.

If you’re revamping your customer service this year, here are the five most important trends you must consider. Read More