4 Ways Contact Centers Can Improve Data Privacy

When asked why he robbed banks, the notorious thief Willie Sutton reportedly replied: “That’s where the money is.” Cybercriminals have a similarly simple motivation for targeting contact center operations — they have the best data.

Contact centers capture, store and process huge amounts of sensitive customer data such as Social Security numbers, payment card data, account numbers and purchase histories.

In a Post-Pandemic World, Cloud-Based Contact Centers Will be the New Normal

Few organizations with contact centers were adequately prepared to make the abrupt transition to a fully remote operation with at-home agents in response to COVID-19. According to a Gartner study conducted just a few months before the pandemic upheaval, nearly 90 percent of global organizations relied on-premises contact centers — either at their own site or outsourced to another company.

Without Analytics, the Contact Center Is Flying Blind

In a previous post, we talked about how a multichannel contact center – one that enables customers to seamlessly communicate with organizations through phone, email, chat, text and other channels – is becoming a business necessity. Customers are demanding this flexibility and convenience, and organizations can use solutions such as ShoreTel Connect Contact Center to resolve issues quickly, improve agent productivity, and boost overall contact center performance.