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

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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

Service recovery paradox: Is it worth achieving?

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Should your contact center aim for excellent customer service or a service recovery paradox?

As much as you strive to provide each of your consumers high quality customer support, it’s important to note that service failures will still occur at some point. It may stem from your call center’s strategies and procedures, or a failure in the technology or tools you’ve been using, or it may be caused by one errant agent. It happens. It’ll frustrate customers; that’s expected. So, you have to make it up to them and repair the affected customer relationship. Read More

Airlines are establishing a global presence by outsourcing to China

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With China’s economic boom and support to the business process outsourcing industry, outsourcing to China becomes more appealing to airlines cutting corners more than ever.

To face the coming financial challenges, international carriers are now considering outsourcing their business processes more than ever. With its recent economic upswing and its emergent business processes outsourcing (BPO) sector, China has become an unlikely destination as the cornerstone of global customer service. Read More

Best practices to boost data security in call centers

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These days, call centers operate in a highly competitive landscape. They manage sophisticated and complex technology systems to optimize sales and meet customer demands.

For instance, customer management platforms have evolved throughout the years, which is both a good and a bad thing. While tech-powered solutions like this enhance contact center services, they also make them more vulnerable to various forms of cyber attack. Read More