Tag: customer data

During the summer of the COVID pandemic, sudden urgency emerged to get everyone home safely. Massive amounts of on-site agents were suddenly sent home...

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that...

We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many...

One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily...

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking...

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau,...

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...

Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that...

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage...