Omnichannel customer experience refers to the seamless and integrated approach of delivering a consistent customer experience across all channels and touchpoints, including voice, IM, mobile, social media, and customer support. Several industries are required to capture their customer-facing communication in order to comply with legislations but with the right solution the obligation of recording can be turned into the benefit of CX.

In today's fast-paced and customer-centric world, contact centers have become a vital part of many businesses. The way that contact centers measure and analyze customer satisfaction can significantly impact the success of the business. In this blog post, we will explore the various methods and tools that contact centers use to measure and analyze customer satisfaction.

Ransomware attacks are on the rise and can cause significant damage to businesses. Contact centers, in particular, are at high risk of being targeted by these attacks, as they often handle sensitive customer data. In this blog post, we will discuss how to protect against ransomware in contact centers and introduce the 3-2-1-1 data storage strategy as an effective way to safeguard your data.

In today's business environment, customer satisfaction has become a critical aspect of success. With the rise of social media and online reviews, customer satisfaction can make or break a business. One of the most effective ways to measure customer satisfaction is through contact center data analytics. In this blog post, we will explore how businesses can efficiently measure and analyze customer satisfaction using contact center data.

By July 2023, financial service organizations will be required to comply with the Financial Conduct Authority (FCA) Consumer Duty of Care (CDC) rules, which obligate financial service providers to prioritize delivering good outcomes for customers, targeting:

  • Products and services
  • Value and price
  • Customer care
  • Support services

It is safe to say at this point of history that companies must all be data companies in order to stay successful and in the forefront. In today's world of increased regulations and heightened security concerns, it's critical for organizations to properly store their compliance data. This goldmine of information, which can include anything from financial records to sensitive customer information, must be kept secure, yet easily accessible in order to meet legal and regulatory requirements.