Call Center

man on phone

3 Studies Showing Why You Shouldn’t Put Customers on Hold

Let’s face it: no one likes being put on hold. It should be a red flag when using hold becomes part of the natural rhythm of a companies agents. Overuse of the hold function can indicate knowledge or training gaps in your agents. These can produce operational inefficiencies.Why shouldn’t you put your customers on hold? Because …

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5 Reasons You Need Mature And Stable Contact Center Technology

The consequences of a buggy automated call center are all to familiar: frustrated customers and system engineers spending too much time squashing bugs and getting the system to work correctly. If the system doesn’t function well then it’s not much good to customers in the first place. In an odd twist of irony, newer systems …

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Make Your Call Center a No Phishing Zone, Please

Call centers are susceptible to fraud partly because of their helpful nature. The systems and agents we use in our call centers are there to help our customers, to make it easier for them to find information. Unfortunately, that plays right into the hands of fraudsters. While companies focus massive security efforts to prevent online …

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How to Not Ruin the Customer Experience with Automation

Automated voice systems, such as IVR, handle more customer service transactions in call-heavy industries like financial services than agents, websites, or other communication channels. These systems are the first and most common point of contact for most of our customers. As such, they need to be useful, not frustrating, especially in sectors like the prepaid …

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Prevent Contact Center Fraud With Voice Biometrics

Fraud is a Real Threat Fraud directly impacts a company’s finances and branding, not to mention customer loyalty. Yet fraud protection measures often increase operational costs and inconvenience customers. Most organizations dedicate significant resources to prevent fraud online, but this leaves few resources for call center security. A contributing factor to this is that companies …

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