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.
Sharing a positive or negative experience has never been easier, thanks to social media. Switching brands due to a negative experience has never been easier, thanks to a saturated marketplace and instant access to information about other options.
Customers have never felt as empowered as they do today.
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.
A recent study by research firm Ovum found that 86 percent of consumers use at least five channels for customer support. Although 68 percent believe a phone call is most likely to resolve their issues, 78 percent would opt for a different channel if they knew it would lead to resolution on the first try.
