PCI Compliance in the Contact Center

Administrators of Contact Centers have 2 major bosses when it comes to maintaining a secure credit card environment:  the companies that issue the cards and customers who are nervous about falling victim to credit card fraud or identity theft. Businesses who fail to maintain a secure environment for processing, storing, and transmitting credit card information face severe and lasting consequences. The issuing card companies can not only suspend their privilege to accept their cards, they can also levy monthly fines ranging from $50 to $90 for each card compromised. And since the fines are retroactive, the offending business is on the hook for all the months their customer data was endangered.

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Healthcare – Mobile and Self-Service Options for your Contact Center

Customers expect businesses to provide quick, convenient ways to access information and manage routine transactions.  The banking, travel and retail industries have embraced mobile and self-service technologies to satisfy their customers wish for efficient ways to communicate.  Healthcare can also benefit from these solutions to optimize the patient journey from beginning to end.

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Blueworx Authentication Service Fights Fraud and Improves Customer Experience

Traditional caller authentication methods often require the customer to provide seemingly endless ‘secure’ information to prove their identity, creating a slow and frustrating user experience. And as fraudsters continue to evolve and develop new ways to scam, these antiquated means of securing personal data and transactions have become less and less efficient. The Blueworx Authentication Service works behind the scenes to go beyond standard knowledge-based verification, creating an innovative, multi-dimensional approach that accurately evaluates each call at every stage of the customer journey- from its start until agent interaction.

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Your Contact Center in the Cloud

What does moving your Contact Center to the cloud mean to the customer?  Are there benefits?  Calling into a contact center is never a favorite task of anyone.  We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is available or even worse, enter into a seemingly endless series of menu choices while trying to solve our issue. Could a move to the cloud alleviate some of the problems in an overwhelmed contact center?

We suggest that yes, the solution to some of the problems in your contact center is to move it to the cloud. We know that this migration can save money.  Can it also actually improve your customer experience? A recent study by the Aberdeen Group indicates that customers are more pleased with their service when dealing with an efficient cloud contact center. In fact, it showed abandonment rates were significantly lower in cloud contact centers compared with traditional call centers, with just 4.5% of calls abandoned.

Why Do Customers Hang Up?

As previously mentioned, customers often don’t want to be calling into a contact center in the first place so there is already a bit of frustration. Add in long hold times or being transferred from agent to agent, having to explain your reason for calling over and over again and its even more obvious why there are so many lost calls.

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Smart, Dynamic CX in the Modern Contact Center

You cannot get around it – contact centers must modernize their operations to remain competitive in the current business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that artificial intelligence can be used in the modern contact center.

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Chatbots – An Attractive Option for your Contact Center

Contact Centers are transforming to keep up with the needs and demands of customers.  Automation has always been part of the contact center world – and so it is no surprise that chatbots have been added to the mix.  Since they were introduced, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such as 1+2 = 4. But over time, patterns are established that make chatbots “intelligent” –  and smart enough to take on more and more complicated tasks.

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Benefits of Callback Option in Your Contact Center

A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones. However, all that effort goes to waste when customers feel upset and frustrated when they call into your contact center to resolve an issue – and have to wait and wait to talk to a representative.

One bad customer experience can lead to consumers dropping a business’s services and switching to a rival. Companies can make headway in reducing hangups by employing a callback option in their contact center.

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Agent Assist with Blueworx Voice Response for Linux 7.10
The Advent of Agent Assist

Artificial Intelligence is already transforming the contact center.  Customers are delighted that they are getting their business done more efficiently and companies are pleased to be saving money and time.  With AI interaction, we can provide a slick, natural, human-like interface. With AI knowledge, we can find the information the customer needs more quickly and accurately.

However, with the release of Blueworx Voice Response for Linux 7.10, we can now use AI in a new and exciting way – Augmented Human Agents.

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Trends in the Contact Center World – 2019

Blueworx is committed to providing the best service and support available by applying innovative thinking while finding creative solutions that will ensure we deliver the best applications and experiences possible. As we move forward on our mission to take customers on a journey that exceeds their expectations, we are excited to share a glimpse of new technologies and trends taking place in the world of contact centers in the upcoming year.

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Making Outbound Notifications Part of Your Contact Center Experience

Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating artificial intelligence solutions into your contact center can create a more dynamic user experience for your customers.

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