While consumers are able to contact companies through digital channels, some still like to make a traditional phone call every once in a while and talk to a human representative. The call centers set up to handle their questions or reservations, however, are evolving. With...
Call centers power about 15 percent of all airline bookings, but customers still want modern ways to pay, says Jean-Christophe Lacour, head of products and offers at Amadeus. In the May Call Center Commerce Tracker, Lacour talks about the staying power of the phone call,...
Call centers are where customers turn when they can’t find answers online or need support to work through complex matters. But call centers could benefit from support of their own, as new research shines light on customer dissatisfaction with automated services like IVR, and call...
Cybercrime targeting contact centers jumped by 113 percent in 2017 as fraudsters drove out the weakest commerce link. Chris Bauserman, NICE inContact VP, says protecting consumers, their data and the contact center agent from being duped will require many things — including the use of...
Call centers are getting a dose of intelligence – artificial intelligence, that is. Challenged with rising customer expectations and security concerns contact centers around the space are turning to AI to better serve callers. In the latest Call Center Commerce Tracker, PYMNTS explores how call...
When consumers call an operator standing by for help, it’s often only after exhausting their DIY efforts. In the latest Call Center Commerce Tracker™, powered by IntraNext Systems, Gary Praznik, COO of call center manager iQor, describes how call centers handle those increasingly complex calls by combining...
The Google generation is changing industries from retail to call centers — and everything in between. Thanks to the internet, DIY solutions to problems big and small are often just a few clicks away. But when it comes to a broken appliance, or getting locked...
Most Americans may not know it, but the staff and technology being put to work answering their questions, solving their problems and selling products over the phone at call centers are now part of a bustling (and revenue-producing) industry. Just how bustling? It brought in...
