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Contact centre predictions to watch for in 2021

Eptica

Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – from employee well-being and security to listening more closely to the Voice of the Customer.

2021 72
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Automating and digitising CX in financial services

Eptica

Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service. Tags: Financial services, digital channels, digital CX Categories: Market Trends. Share this page on: Tweet.

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Guest Post: How to Ensure PCI Compliance in Your Call Center?

ShepHyken

Cyber security is important now more than ever with cyber-attacks becoming more and more common. Payment Card Industry Data Security Standard (PCI-DSS) is a security standard for businesses handling major credit cards that are aimed at reducing fraud. Establish secure passwords for access. .

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Walked Right into That One: How Location Technologies Revolutionize Customer Engagement

Optimove

NFC in action Product discovery: When a customer enters a store, their NFC-enabled smartphone can be used to browse NFC-tagged products,  learn more about them, and enjoy personalized offers and discounts that they can redeem on the items they try on. Points could be accumulated with each visit and later redeemed for rewards.

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Remote Working 2.0: Optimising Contact Centres

Eptica

Our latest blog explores the trends that are driving remote working, with a focus on the four areas that organisations need to focus on – innovation, monitoring and management, performance and security – if they are to successfully embrace remote working for the long-term.

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December Atlas Highlights 2022

Lithium

Tagging in Khoros Care Overview Posts in Care can be marked with tags that enable agents to drill down into specific issues or product mentions. Agents can filter their Available queue by specific tags and review, change, or add tags to individual incoming posts. Remove EXIF data from images based on allowed listed tags.

2022 52
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Introducing Delighted Admin Certification: A free course for CX program management

delighted

The modules walk through the key responsibilities of an Admin: User and project management, security, data analysis and reporting, and program integration and automation. Module 5: Analyzing and segmenting feedback walks through our Dashboard analysis features, with a focus on Trends and Tags.