"Your call is important to us. Please hold for the next available representative." If you have ever called into a customer service department before, there's a good chance you've heard an iteration of that line on more than one occasion. Some companies have learned methods to tame the wait time beast and established excellent customer service best standards, while others are still losing the battle.
Let's face it, most of us have probably, at one time or another, had a desktop filled with several spreadsheet files to track varying metrics involved in our roles. You might still be doing this today. Though this may work for some people, there certainly has to be a better way to track the key metrics (and other more basic ones as well) in your organization. We are happy to report that a more organized and efficient service is available, and it comes in the form of help desk software.
If you aren't familiar with this type of program, we will be going through some of its top benefits in this post. It may just convince you to suggest it to your IT leader at your next meeting!
If nothing else, the current pandemic has taught the corporate world to always be prepared for the worst and be adaptable. Customers are becoming more critical about their purchases, and therefore building and keeping trust is exceedingly important for businesses.
The COVID-19 pandemic continues to move dangerously through countries across the world. Its effects can be felt by businesses, large and small, that have had to shut their doors for an extended period of time in hopes of slowing its spread.
Throughout this time, hospitals have been our most essential resource in terms of battling the pandemic and caring for patients. Walk-in clinics and other healthcare facilities that are not hospitals have had to shut their doors, opting to care for patients through telehealth systems instead. Though we will not know the extent of mass telehealth use and adoption until after economies open, and the virus is behind us, we can draw safe conclusions to the fact that they have been well widely-used by patients thus far.
At the onset of the Covid-19 pandemic, many healthcare providers were sent "scrambling" to transition their clinics from in-person to telehealth operations. The U.S. Department of Health and Human Services (HHS) moved quickly to ease regulations for healthcare providers, ridding them of some of the stress associated with meeting certain HIPAA compliance criteria.
Traditionally, call centers monitor the calls of customer service employees using methods such as random call monitoring selection, consistent monitoring of a small sample size of employees, and a checklist that evaluates the efficiency of the call. This is all done to decrease variations between calls, increasing customer quality experiences, and combining all of the data gathered in hopes of creating a standard for all future interactions.
If you have used a computer, you have likely heard of ransomware. Whether you know it or not, there is a good chance you may have even encountered an attempted attack at one point.
There has been exponential growth in cyberattacks since the onset of the COVID-19 pandemic.
- FBI investigators have observed a 300% increase in cybercrime events
- The first half of 2020 logged more than 445 million cyber attacks
- In March of 2020 alone, COVID-19-themed spear phishing emails skyrocketed 667%
New technology has created fresh avenues in which companies and customers can interact. These interactions are an opportunity to improve on a concept of business that has been around for many years: companies need to have great customer relationships to survive. This relationship is perhaps the greatest single asset any company can have. Let's take a closer look at what that means in the world of business today.
Nowadays, more than ever before, we are reminded to stay on top of our hygiene. Whether it is frequently washing our hands, sanitizing work stations, or keeping our distance from others, regular practice is key to preventing illness.
As we develop routines to keep ourselves physically clean, it is important to ensure that we also do not neglect the regular protocols that our technology demands. From computers to mobile phones and everything in-between, there are approximately 200 billion connected devices worldwide. These very devices are often home to our most sensitive data. Keeping these items safe from hackers, viruses, and malfunctions requires regular upkeep. With this in mind, we have a few important considerations for building out a new or stronger "immune" system for your cybersecurity hygiene plan.