4 TCPA Compliance Traps—and how to protect your call center

Posted by Rachel Brink on Jan 15, 2016 9:02:00 AM

 

The regulatory environment faced by today’s contact centers has become far stricter and more complex than ever before, requiring organizations to take a number of precautions in order to remain compliant with the latest standards and regulations. But as technology evolves and regulations continue to change, many businesses are finding it increasingly difficult to keep up with and understand the latest legal boundaries (TCPA, PCI-DSS, HIPAA, etc.) impacting their contact centers. But what are some of these pitfalls? And what are some actions businesses can take to mitigate the risk of violating them? Let’s break down some of the hidden traps of the Telephone Consumer Protection Act (TCPA), a standard that was created to protect consumers from unsolicited and inconvenient phone calls, faxes, and texts.

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Topics: call center, contact center, tcpa, tcpa compliance, tcpa regulations, call center compliance

Big Data is Growing Even Bigger: 3 Ways to Stay Ahead in 2016

Posted by Rachel Brink on Dec 31, 2015 8:56:30 AM

Big data is rapidly growing, and shows no signs of slowing down anytime soon. In fact, the total amount of information being captured and stored by industry doubles every 1.2 years, fueled largely by the Internet, cloud computing, and IP based communication. And by more effectively managing the large volume of data flooding their organizations, businesses will have the ability to gather greater insights about their market, customer base, and internal business operations to help drive employee productivity and business growth. But as it stands, 80 percent of analysts’ time is spent on data prep, while only 20 percent is spent looking for insights. And according to a recent Bain & Company survey, only 4% of companies say they have the right people, tools, data, and intent to draw meaningful insights from their data—which, if unchanged, will severely impact their ability to keep up in 2016.

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Topics: call center, public cloud, contact center, big data, integration, reporting, cloud

How to Prepare Your Customer Service Team for the Holiday Rush

Posted by Rachel Brink on Dec 23, 2015 8:52:23 AM

While many businesses slow down during the holiday season as clients and employees take time away from the office, others—in particular call centers and customer service departments—become increasingly busy, experiencing large quantities of returns and product inquiries related to holiday purchases. And with rising call volumes and customer expectations, customer service managers must ensure their business processes and employees are capable of handling the holiday rush.

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Topics: customer service, call center, contact center, increased call volume, holiday customer service, call volume, holiday season

Top 6 Contact Center and Customer Service Trends for 2016

Posted by Rachel Brink on Dec 18, 2015 8:58:00 AM

The contact center space is changing—so what should one expect in 2016?

top-2016-contact-center-trends.jpg1) Businesses will create a stronger alignment between sales, marketing, and customer service—and their corresponding technologies

Stronger alignment between sales, marketing, and customer service teams, and their corresponding technologies, will perhaps be one of the greatest opportunities for businesses to grow and monetize their existing relationships in the coming year. According to Aberdeen group, highly aligned organizations achieved an average of 32% year-over-year revenue growth, while their less aligned competitors saw a 7% decrease in revenue. But despite the astounding potential, only 8% of companies state they have tight alignment between sales and marketing (Forrester). With a heavy focus on understanding the entire customer journey, businesses will likely integrate more aspects of their business, from departmental data to SaaS solutions (marketing automation, CRM, contact center software), to help to ensure their employees are operating efficiently and are working with greater insight into their customer base in 2016. Check-out how our partner, W-Systems Corp., is helping organizations achieve this.

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Topics: customer service, contact center software, contact center, call center software, customer service trends, contact center trends, contact center solutions, call center solutions

13 Advantages of Deploying Your Contact Center in the Cloud

Posted by Rachel Brink on Nov 6, 2015 8:51:45 AM

Praised for its superior scalability, reliability, and cost savings, cloud is quickly taking shape in the contact center industry, with more than 50% of businesses actively investing in cloud contact center solutions, and 76% planning to do so within the next eighteen months (Call Center IQ survey, “Cloud Contact Center Technology: Not ‘If’ But ‘How’”). And as businesses continue utilizing cloud contact center solutions, more data highlighting its merits has unfolded, further supporting the ongoing migration.

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Topics: call center, contact center, cloud call center, cloud contact center

7 Key Takeaways from Deloitte’s 2015 Contact Center Survey

Posted by Rachel Brink on Sep 4, 2015 10:17:33 AM

Deloitte recently released the findings of its 2015 Global Contact Center Survey, revealing a number of key insights regarding the future of communications and contact centers as it relates to both business operations and consumer preferences. Check-out the most significant results, and what businesses and contact centers should take away from them.

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Topics: customer service, contact center, SaaS

6 Steps to Running your Most Successful Outbound Call Center Campaign

Posted by Guillaume Seynhaeve on Feb 6, 2015 10:00:35 AM

Technology has come a long way to enhance sales and marketing initiatives. From marketing automation tools, to customer relationship management (CRM) platforms, to predictive dialing solutions – the list goes on. And the results speak for themselves when you consider some agents have seen a 400% improvement in productivity and overall efficiency.

But what do those on the receiving end think of these enhanced outreach efforts?

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Topics: call center, contact center, outbound campaign, outbound call center, sales campaign, outbound sales

5 Easy Ways to Personalize Your Customer Service Experience

Posted by Rachel Brink on Jan 16, 2015 9:03:00 AM

“It’s not personal, it’s business,” or so the saying goes. But today, everything is personal – or at least it should be given the growing emphasis and importance on personalizing each customer engagement. In fact, a recent study by Forrester Research and Salesforce listed “Personalizing Customer Service Interactions” as one of the key trends facing customer service organizations.   And with more than 70% of executives believing personalizing the customer relationship is of strategic importance, its no wonder its driving the way organizations currently target and service their customers. And there is no denying the results.

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Topics: customer service, call center, crm integration, contact center, contact center solution, customer experience, customer relationship, multichannel communications, personalizing customer service, personalized customer service

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