Tag: customer data
How to Apply Predictive Analytics to Post-COVID Recovery, Part 2
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...
How to Apply Predictive Analytics to Post-COVID Recovery, Part 1
We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many...
How to Implement CCPA Without Impacting Customer Service
One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily...
Balancing Customer Experience with Fraud Prevention in the Contact Center
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...
It’s Time to Get More Out of Data
Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...
Consumers Demand More Data Privacy Protections—California Responds
If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau,...
Leverage Customer Data to Deliver a Personalized Customer Experience
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...
PCI Compliance: An Overview of PCI Standards
Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that...
The Straight Scoop on Contact Center Analytics
Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage...
