Our top 5 blog posts in August are very representative of the current environment we continue to find ourselves in. Our Pipeline readers are confronting the challenges remote work can bring. Candace talks of future-proofing your CX by migrating your center’s temporary pandemic fixes to permanent solutions. Christina offers vital suggestions on how to provide customers with a frictionless experience remotely without compromising data security. Simon delves into the role biometrics can play in not just fighting fraud but enhancing the customer experience. Mark shares ways to help your agents manage their emotional labor and Neal rounds us out with ideas on how to breathe new life into your quality monitoring program.
Three Ways to Future-Proof Your CX
Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom of the mid-1990s and early 2000s. From “we need to concentrate more” to “we need to collaborate more.” From IBM calling telework the future (then backpedaling) to Yahoo banning remote work entirely… knowing what we know now, none of these has aged particularly well.
Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers
The past year was a challenging and transformative time for many people as a global, once-in-a-generation health crisis upended critical components of how we work, play and connect.
From remote workers to Netflix bingers, a critical commonality among people was the rapid adoption of digital platforms. Millions of people are now embracing a digital-first approach to life and leisure. IDology’s Eighth Annual Fraud Report shows that one-third of organizations experienced a more than 50% shift to digital channels since the pandemic began. Predictably, customer support needs and contact center activities related to these new services are also soaring.
Biometrics Can Do More Than Fight Fraud
Even before the global pandemic upended nearly everything we know about work and life, contact centers had been vulnerable to fraudsters for some time. Every time the phone rings, your agents must assess whether the caller is who they say they are, or whether someone aims to steal money, services or sensitive information. Today’s organizations are bombarded by fraud attempts. Fraudulent calls make up about one out of every 1,000 calls to a financial institution. In fact, fraud in the contact center had become so pervasive that one industry analyst wrote that it should be renamed a fraud-enablement channel.
Managing Emotional Labor in the Contact Center
The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?”
Quality Monitoring is Suffocating: How to Breathe New Life into Your Program
I remember a friend of mine saying to me once that when he sees an ugly baby, he tries so hard to find some positive way to describe them to the parent. “Wow, your baby is so… sturdy!” or “Well, he is just… got such a great head of hair!” No one would EVER tell a parent, “Hmm… maybe they will grow into their looks when they are older?”