Best practices to boost data security in call centers

IT manager inspecting server

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

How data-driven storytelling helps businesses make rational decisions

office employee focusing on storytelling on laptop with doodles appearing behind him

Every organization that gathers and analyzes data has a story to tell, so why aren’t they out there telling their stories?

Most companies know that they need technical expertise to build a data-driven organization. They must have people who are good at numbers and research, and they need experts who can make sense of big data. Of course, they also need sophisticated data analytics tools to run their analyses. Read More

Driving more revenues by embracing digitization

businessman looking at business prospects on virtual map in cityscape backdrop

In this age, digital transformation is no longer a topic of debate. It’s an imperative for both B2C and B2B companies that aim to become more agile, competitive, and fast-growing.

The problem with digitization, however, is that businesses often see it as technology update rather than a business model overhaul. This leads them to thin that the be-all and end-all of digital transformation is acquiring the right tech tools and hiring people who can operate them. Read More

When your call center gets in the way of your brand’s growth

call center team leader with headache in customer support office

Nowadays, outsourcing means more than just cutting costs. It has emerged as a business strategy that lets brands expand their capabilities and market reach, with the goal of building the ideal customer experience.

This shift in perspective means it’s now harder for brand owners and customer relations managers to pick the right call center to represent their company. The underlying principle is that, once a company seeks the services of a customer support firm, the relationship between the two goes beyond a client–vendor one. They become, in essence, business partners. Read More

5 Customer service trends you should prepare for this 2017

miniature business figures standing in middle of boggle blocks

Throughout the years, customer service has evolved from being an unavoidable expenditure to a crucial component of brands’ business strategies.

Company leaders now treat customer support as a brand differentiator, something that would help them tower over their competitors. This 2017, it will continue to be a requisite to organizations’ success. Unsurprisingly, the entire customer experience landscape is rapidly transforming as a result of tech innovations, the rise of the wise consumer, and shifting business philosophies. Read More