The growth of the internet has brought about many changes in the way businesses and customers interact. Customers and businesses can now interact through several different channels. Thanks to the vast reach of the internet, it’s easy for you to reach your target base, no matter where they are.
However, it’s also made it easy for your customers to be heard – and not just by you, but by thousands of people like them. In the pre-internet era, it was said that one unhappy customer will complain about you to six other people. But today, a single unhappy customer can complain to 6,000 people or more with just the click of a button!
Professionals in hospitality industry have it rough. They must constantly struggle to strike a balance between ensuring a good customer experience and generating profits.
It’s very important to give customers a memorable experience. A good experience encourages customers to visit the same hotel again and can also ensure good reviews and recommendations. But if the hotel management focuses more on customer experience, profits suffer. On the other hand, if the management focuses more on their bottom line, the customer experience gets the hit
Contact centers are a key part of almost any business. They help organizations handle customer queries, convert leads to revenues, provide support to their client base and more. Sometimes the sole contact point for a firm, contact centers are hubs of knowledge transfer and revenue generation.
Needless to say, this means that not only must they comply with certain guidelines and policies – especially in cases where sensitive information is discussed over calls; they also need to maintain a certain level of quality in all their interactions. Poor call quality equals poor customer experience equals poor company image, all of which lead a company to lose customers forever.Read More
The Payment Card Industry (PCI) Data Security Standard (DSS) sets forth policies and procedures to secure sensitive data transactions and protect cardholders against theft and misuse. The Standard addresses network security, cardholder information storage protection, software security, access monitoring, and system monitoring to ensure that security measures are properly followed and functional. All organizations that process, store, or transmit cardholder information, including the primary account number (PAN), cardholder name, and expiration date, must comply with PCI DSS regulations to ensure the protection of sensitive data. Failure to do so exposes organizations to greater risk of fraud, theft, hacking, and liability.Read More
Most organization these days have finally started to understand the power of Speech Analytics – North America is in the forefront but APAC region is also catching up. It’s always been a challenge for the business leads to decode the huge amount of data and information in the voice recordings. Traditional methodologies of manual listening and capturing information has always been frustrating and time consuming.Read More