Jason Myers

Jason Myers stitches together letters and words into cogent thoughts as the Copywriter at Plum Voice.

Coder’s Corner: Create A Self-Service App That Doesn’t Suck

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 …

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Experts Reveal How to Get Healthy, HIPAA-Compliant IT

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 …

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Expert Advice on Getting Your Contact Center Tech PCI Compliant

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, …

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The Right Tool for the Job: Finding the Best Survey Approach for Measuring Customer Experience

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” …

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A Beginner’s Guide to HIPAA and PCI-DSS Compliance

We spend a lot of time talking about security these days. And right so. Data breaches can be costly for everyone involved. We’re not just talking financial costs either, although those can mount quickly. Industries that deal with sensitive customer data on a daily basis need to ensure that the people and companies creating and …

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Phone Customer Service Tips: Personalization Basics in Voice-Based Customer Service

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 …

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SMS – Tap into the Customer Service Channel Customers Actually Engage With

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 …

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3 Uses of Customer Service Technology in Insurance

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 …

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From Puppet to Puppet-Master: Regain Control of the Customer Service Experience with IVR

Control can be an elusive thing. Like a handful of sand, the tighter you grip it the faster you lose it. This idea has a practical application when it comes to voice-based customer service, especially for large insurance and financial services that use call centers. Insurance and financial services companies, especially, have a vested interest …

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