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Recently we celebrated my daughter’s first birthday. For reasons that I can’t really recall, we wanted to make a party out of it: balloons, cakes, and friends. It was all set, organized, and ready to start. A couple of hours before the party as we were loading all the props onto the car to bring to the venue, I started to fear that no one would come. Do you know that feeling? That you fear being the only one?

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving. Did you know, for example, that: Chat is…

The European Union’s Revised Payment Service Directive, better known as PSD2, raises the bar for “strong” security by mandating three-factor authentication, not just two. It’s food for thought because it begs the question, why stop there? We know that one factor is not enough, but is the risk of fraud going to drive us down the path to four, five, n-factor authentication? Taken to its illogical conclusion, there is no end to the demand for additional factors.

Sharpen your skills and transform your career by attending Interactions.edu and take your Interactions EMEA 2019 experience to the next level!Interactions.edu offers a multitude of sessions delivered by our expert education specialists and business consultants, which are built upon an extraordinary reputation for great content. Interactions.edu is all about hands on training, getting tips and best practices…

A recent survey by the Society of Workforce Planning Professionals (SWPP) found that while nearly half of respondents used a vendor-provided workforce management (WFM) solution to measure adherence to planned schedules, 35 percent said they did not monitor for adherence at all. The survey results reflect a larger issue affecting the industry, revealing that many contact center managers don’t understand the real value of schedule adherence.

“Cloud-first strategies are the foundation for staying relevant in a fast-paced world,” says Ed Anderson, research vice president at Gartner. “The market for cloud services has grown to such an extent that it is now a notable percentage of total IT spending, helping to create a new generation of start-ups and ‘born in the cloud’ providers.”

ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace. The…