Payment Card Industry Data Security Standard For Contact Centres
The Payment Card Industry Data Security Standard or PCI DSS is a security standard for companies taking credit card payments from customers who use major credit providers such as Visa, American Express or Visa, and administered by the Payment Card Industry Security Standards Council.
Tips For Reducing Average Handling Time
How much time should your call agents spend on a phone conversation with a customer? It probably is one of the trickiest balance to achieve. Too much, and your costs will spiral out of control, not necessarily with an increase in customer satisfaction; too little,
Instant Messaging For Customer Service
In previous blogs, we have discussed the importance of meeting customers where they want to talk, and how phone calls are becoming a last resort in a customer’s journey. Conventional communication channels have fallen out of favour against digital media such as web chat, social
How To Retain And Manage Contact Centre Staff
If you are a contact centre manager, one of your biggest headaches is probably how to retain staff in an industry where turnover is notoriously high. Each time an employee leaves, knowledge goes with them, and new members need to be trained, costing the
Tricks That Contact Centre Employees Use To Avoid Calls
While most staff want to do well and are hard workers, you will occasionally harbour a few employees who are work shy. Recognising the tricks of the trade and what they may do to delay taking the next calls is essential. Read our article
How To Build A Customer-Centric Culture In The Digital Age
Digital technology has transformed communications between companies and consumers beyond recognition. Call centres have become ‘contact’ centres to encompass an omni-channel form of customer service. Social media, chat, emails, calls and video chats, businesses have a duty to meet their clients where they want to
When Having Your Head In The Cloud(s) Is A Good Thing
In a previous blog, we looked at how contact centres are usually perceived as “Cost Centres” and how businesses often fail to turn this around by exploiting this gold mine of data. Indeed, call centres and IT decision makers have always been under pressure to run
Top 5 Tips To Run Web Chat Cost-Effectively
Web chat has become a popular way for customers to contacts businesses, especially among the 18-34 age range. However, it is not without challenges for contact centres as web chat interaction can take twice as long as a call and can turn into a significant
How To Use Speech Analytics To Improve Key Performance Indicators
According to industry experts, speech analytics is one of the fastest growing areas of the contact centre technology market, and with good reasons. In an extremely competitive world, the future doesn’t necessarily belong to the businesses shouting loudest, but perhaps to those that can
Where Do Phone Calls Fit In A Customer’s Journey?
Technology has made it possible to communicate in a myriad of ways, and businesses now have a range of media they can use to capture their audience’s attention, from email campaigns, social media, TV ads, cold-calling and direct mail. But those channels are not interchangeable,
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