Technology

In a digital-first era, how do organisations show customers they care?

Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations.

Customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre

The high-profile Log4Shell exploit, which your organization should be aware of, offers a great reminder of the need to build a maintenance strategy.

When it comes to digital risks, it’s often the hangers-on that cause the biggest problems.

And a recent exploit involving a piece of software your association probably doesn’t realize it uses is a timely reminder of an organization’s fundamental responsibility to ensure its applications are being properly maintained.

Some boards are having to manage security in a digital environment for the first time. How do you keep your association secure? A mixture of policy and technology might do the trick.

A lot of association boards are still fairly new to seeing the big picture of how technology can shape their organization. One fallout, triggered by the pandemic but not limited to it: Board members may be thinking about the group’s cybersecurity for the very first time.

Listening to what members expect from their digital experience can pay off in lots of positive ways. Find out how a website redesign yielded several mutually beneficial outcomes for one association and its members.

Copying and pasting passwords in chat windows is a bad idea—but it seems like everyone does it. Using password managers or single-sign-on platforms could help cut down on the insecure copying.

Because cloud-based apps have grown like weeds—from SEO tools, to social media tools, to automation apps, and even data analytics tools—associations are dealing with a lot more passwords nowadays compared to even a few years ago. The truth is, not everything necessarily needs a unique account for each user.

Talkdesk’s Shauna Geraghty explores the main call centre performance metrics to be monitored by agents and managers.

Managing thousands of calls and handling thousands of questions while keeping a high standard of customer service: it may sound simple, but it’s not. It’s not always easy to keep productivity high in stressful environments. And call centres can be really stressful, especially in peak workloads and seasonal rush.

The rise of Contact Centre as a Service (CCaaS) models has introduced new technology that changes the role of contact centre agents.

Jake Gardiner at Odigo explores how to improve agent satisfaction and boost business results, as agents deal with evolving customer experience tech and expectations.

The modern contact centre has evolved rapidly in recent years to optimise customer experience and drive value for businesses. With that evolution has come a change in the role and status of the contact centre agent.

If your association has an events app but no in-person events these days, all is not lost—as long as you utilize them for ongoing engagement.

This state of affairs might sound familiar: A few years ago, you spent thousands or tens of thousands of dollars on a mobile application intended to boost engagement at your in-person events. It was used for a few days during the gathering, then forgotten until the next event.