Take Complexity out of Compliance Recording

Posted by Linda Caudle
7/7/14 1:46 PM

Consumers are increasingly turning toward their plastic to make payments—to the tune of two-thirds of all transactions. With this in mind—and with news of the recent breach at Target where the credit card data of up to 40 million customers was compromised—businesses need to do everything within their power to ensure that the sensitive data associated with these consumers’ credit cards is as secure as possible.

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Top Three Benefits of Desktop Analytics Software

Posted by Linda Caudle
3/10/14 3:58 PM

Desktop analytics software provide a complete picture of what’s occurring in the contact center – before, during, and after customer interactions. The data flooding in from an agent’s desktop is an invaluable tool for improving performance, process and efficiency in the contact center, ultimately improving the customer experience. The top three benefits of desktop analytics are as follows:

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The Value of Customer Loyalty

Posted by Linda Caudle
10/4/13 2:58 PM

Did you know that it costs five times more to acquire a new customer than it does to keep current ones? While you may be able to put a price on gaining a new customer, you can’t put a price on customer loyalty. Obtaining loyal customers is critical to the longevity of your business as they are often your biggest advocates, spreading the word about your business to friends and colleagues.

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Contact Center Data Capture: Making Sense of It

Posted by Linda Caudle
9/17/13 12:04 PM

Times have certainly changed in the contact center sphere. Traditional brick and mortar contact centers are no longer the king of the hill as today’s contact center is more technologically advanced, deploying sophisticated solutions meant to capture data from today’s 21st century customer.

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Contact Center Data Capture: What is NOT Being Said is Important

Posted by Linda Caudle
12/10/12 6:07 PM

In a global workforce, creating customer continuity is important in establishing a unified customer experience. A contact center executive may identify one center that is performing below other centers. A single contact center can employ hundreds of individual agents and while these agents all receive the same training, performance can vary greatly between agents. 

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