A new study into the impact of a data breach makes explosive reading — especially when you discover the true cost of losing customer trust. However, with the right solutions, organisations can diffuse the problem safely.
The nirvana of Omni-Channel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact centre infrastructure feels dated and you’re worried how you’re going to achieve that…
Save your customers from 'agent lucky dip' nightmare.
When customers call your contact centre, is it a lottery whether they get the right answers? With one significant change, it's possible to make sure every customer gets exactly what they need and fast.
Self-Service: Why we've hit the sweet spot ... right now
It's easy to dismiss bold new ideas as passing fads. But when they lead to increased sales, greater customer satisfaction and reduced costs, they can't be ignored. And in the contact centre arena, Self-Service tools are doing just that.
When customers are about to abandon your website and hate the idea of calling your contact centre, then it's time to throw them a lifeline. Overwhelming research suggests that Web Chat is a powerful way to save sales and delight customers.
The words 'self service' can trigger a range of emotional responses ... fear, cynicism, wonder and maybe even bewilderment. So what's the right reaction when it comes to Self-Service for customer engagement?
PCI DSS: What's the cost of DIY compliance vs de-scoping?
Tackling PCI DSS compliance can feel like you're battling with hydra from Greek mythology ... the moment you think you’re making progress, the monster grows another head. So, is it time to hand the job to someone with more firepower?
What are your characteristics, habits and preferences? Once you’ve listed those you’ve got just one customer profile – your own. Remember you’re a customer too. But, is everyone like you? Disappointed as you may be, it’s unlikely. So how do you get…