article thumbnail

How Hyatt Has Made Call Centers More About Care

CCNG

Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp. in recent years as both the reasons for guests' calls and the methods for staffing have dynamically changed over the course of the pandemic. We are now in the U.S.

article thumbnail

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Callminer

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Cybersecurity in 2024: 7 Ways to Train Your Call Center Agents

VirtualPBX

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. We’ll take a look at seven of the main ways to keep them up-to-date, but first, let’s consider what exactly cybersecurity in a call center involves.

article thumbnail

Is social engineering damaging your contact center?

Talkdesk

According to research by La Salle University in Pennsylvania , in 2013 the average call center had one fraud call for every 2,900 calls received. Fast forward to 2017, the rate of fraud calls received increased 45% to one in every 2,000 calls. The post Is social engineering damaging your contact center?

article thumbnail

Maximizing Success in Call Center Campaigns

NobelBiz

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

article thumbnail

The Modern Call Center School for Supervisors | 12 Things to Know

CX Global Media

And leading contact centers are modernizing their learning to keep pace. Get ready, because the modern call center school for supervisor skill development is much different than the old-school ways. 70% of employees are defaulting to accessing answers to on-the-job questions through search engines. Executive Decisions.

article thumbnail

The Beginner’s Guide to Call Center Testing

Spearline

No matter what level a call center service is at, from start-up to complete customer support powerhouse, there is one common imperative that binds them all – complete, cross-platform functionality. Let’s take a look at why and how call center testing forms the backbone of a solid call center infrastructure.