The Payment Card Industry Data Security Standards (PCI DSS) is a set of regulations mandated by the Payment Card Industry Security Standards Council designed to ensure PCI compliance surrounding credit card transactions and cardholder data.
About Nick Deininger
We all know that the No. 1 cause of consumer churn is poor customer service, even above high cost. What’s more, businesses are well aware of the fact that it costs more to find new customers than it does to retain current customers.
Most cloud call center solutions depend on a specific cloud infrastructure provider or a proprietary data center. Many vendors rely on large providers like Microsoft and Amazon to provide a global reach. The reality of working in the cloud, however,...
Last week we shared our top three trends for this year, and in this blog we will continue as we discuss enhancing the customer experience through self-service, agent engagement, automation and channel proliferation.
Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there...
Although there are many ways that agents can wreak havoc on a call, what aggravates customers the most is when agents spend more time sympathizing than finding solutions. According to the Harvard Business Review, saying “sorry” can cause your...
There are many reasons why businesses increasingly turn to artificial intelligence (AI) to augment and enhance their customer communications. That everyone else is doing it too isn’t a good enough reason for you to jump on board any ship, so we’ll...
Texting is by far the most popular and convenient means of communication for people today. Sending an SMS/MMS (short message service/multimedia messaging service) message is quick—it’s faster and more convenient than email—and you don’t have to say...
Facebook recently released version 2.2 of its Messenger Platform, and while some of the announced features are still in closed beta, it’s worth paying attention to what this means for messaging apps and customer support expectations.
As with any budding generation of consumers, there’s been a lot of speculation and generalizations in the business world around Generation Z. Do they have the same values as their predecessors? Will they demand instant gratification? Must everything...