One of many famous scenes in the mockumentary This Is Spinal Tap occurs when the band is trying to get from their dressing room to the stage and they end up getting lost in the hallways and corridors of the venue. If you’ve ever wondered what happens after someone swipes a credit card—how, exactly, does the payments …
In theory, technology should make our lives easier. There may not be a better use for technology and automation than with manual, rote, recurring tasks and processes. In these situations, automation is like a gift from on high. This was precisely the experience of Arrowhead General Insurance Agency. The company’s Atlanta office processed all of …
Let Customers Be “In The Know” It’s no secret that the majority of people prefer, and even expect self-service options nowadays. Why, you may ask? Because self-service is a constant. No matter what or where someone is they can pick up the call and make a payment because there’s no need for people to be …
Coder’s Corner: Create A Self-Service App That Doesn’t Suck Read More »
Personal medical information may be the only type of data that is more valuable to internet ne’er-do-wells than credit card information. Health care data breaches are serious business so having security measures in place to protect patient information is critical. The federal government passed the Health Insurance Portability and Accountability Act of 1996 (HIPAA) to …
Experts Reveal How to Get Healthy, HIPAA-Compliant IT Read More »
If your company does or is thinking about processing credit card payments, whether it’s a single transaction or millions, it’s wise to ensure that those payments go through a PCI-DSS compliant environment. PCI-DSS is a set of security standards established by the leading credit card companies, e.g. Visa, MasterCard, American Express, and Discover. To be clear, …
Expert Advice on Getting Your Contact Center Tech PCI Compliant Read More »
When you think about it there aren’t different survey types. Not really. A survey is simply one or more questions intended to elicit a response on a given topic. Where things start to get complicated is when we factor in the goals we want to achieve by using surveys. When we talk about “survey types” …
It seems that the nostalgia industry will never die. But anyone who wants to turn back the clock might get more than they bargain for. For example, you’re on your way home from work. You duck into the grocery store to pick up one small item, like a can of tomato sauce. Immediately you feel …
Respect the Customer Journey: Principles of Voice Self-Service Apps Read More »
One of the appealing aspects of the bar Cheers was that it was a place where everyone knew your name. A friendly face that knows your preferences doesn’t just make you feel appreciated, it’s also more efficient. Forget the formality, this type of personal attention lets you cut right to the heart of the matter …
Phone Customer Service Tips: Personalization Basics in Voice-Based Customer Service Read More »
You want to make sure that your most important communications actually make it to your customers and that they engage with them, right? That’s a pretty basic desire no matter what business or industry a company is in. Nowadays there are so many different communications channels it can be difficult to know which one is …
SMS – Tap into the Customer Service Channel Customers Actually Engage With Read More »
Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the …
3 Uses of Customer Service Technology in Insurance Read More »
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