As the year draws to a close, businesses are beginning to focus on their strategy for 2012 as well as the tools and resources they need to achieve their goals. The contact center is taking on added importance: in progressive companies, it’s the nexus for customer service, sales, and marketing. With the right functionality, the contact center can also provide valuable insight into emerging customer trends.
In October, Aspect’s experts weighed in a number of topics
Compliance should be on the minds of business leaders: In a recent survey of U.K. contact centers, 89 percent of respondents indicated that they didn’t understand the Payment Card Industry Data Security Standard (PCI-DSS) requirements or penalties. In “Ensuring compliance in contact center operations,” Mike Sheridan discussed pending legislation in the United Kingdom and the United States and what companies can do to prepare for it.
Similarly, Lynne Levy notes how technology, such as the widespread adoption of cell phones, is outstripping current regulations that govern the contact center. For insight into what companies can do to ensure they don’t get caught on the wrong side, read “What contact centers need to know to stay compliant.”
Companies are constantly collecting data on customers through contact center interactions, but often this information collects dust instead of being put to use. In “Doing more with less: Performance metrics in the contact center,” Jane Hendricks shows how companies can use data analytics to boost contact center performance and improve customer service outcomes.
Other highlights you might have missed
On November 9, Aspect offers a webinar featuring Forrester’s Kate Leggett, who will share insight on customer contact in “Forrester Viewpoint: Business 2.0 Imperatives for Consumer Engagement.” Be sure to sign up now to reserve your slot.
For a limited time, get two free Gartner research reports―Magic Quadrant for Contact Center Infrastructure, Worldwide and Business Benefits Drive the Alignment Between Contact Center Infrastructure and Workforce Optimization Software. Download these reports today for an overview of the contact center landscape.
If you have specific issues you would like Aspect’s leaders to address in future posts, share your comments with us. Thanks for reading.
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