PCI-Pal PLC, a secure payments provider to contact centres released a white paper with Verizon to examine and address the challenges in achieving Payment Card Industry Security Standards Council (PCI SSC) compliance in contact centre environments. Continue reading PCI Pal and Verizon White Paper Examines PCI Security Compliance in Contact Centre Environments
Category Archives: Guest Content
Facing up to the future contact centre – Face and voice recognition
In the article, Suzette Bouzane Meadows, Director of Contact at KCOM discusses how contact centre automation offers huge efficiencies, and by utilising intuitive technologies like face and voice recognition, contact centres do not need to sacrifice the human touch… Continue reading Facing up to the future contact centre – Face and voice recognition
Make Homer Simpson your friend in the cloud
Understanding how people make decisions is a vital part of communication. Colin Hay of Puzzel explains the psychology and suggests a plan to improve customer interactions in contact centres… Continue reading Make Homer Simpson your friend in the cloud
Tortoise or hare – which one best describes your contact centre?
According to Carlos Muňoz contact centres are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using WFM… Continue reading Tortoise or hare – which one best describes your contact centre?
Finding Your Social Voice – Tips from Startek’s Social Media Expert
In today’s digital, social and interactive world, consumers want access to companies on their own terms. While phone and web channels remain vital to customer service, consumers are increasingly seeking assistance through social communities. Whether adding a compliment to a brand’s Facebook wall, tweeting about a negative customer experience, or posting a customer service question through a user forum — the social consumer now controls the conversation. Continue reading Finding Your Social Voice – Tips from Startek’s Social Media Expert
Ease of contact in the charity sector: how can standards be improved?
Recent research found that charities leave much to be desired when it comes to contactability. Chris Robinson, CEO of Yonder Digital Group, looks at how charities can restore their tarnished reputation by improving interactions with clients and donors… Continue reading Ease of contact in the charity sector: how can standards be improved?