Thoughts and Insights from Trillium's Practice Leaders
In New Media‘s 2018 “Serial Switcher” report, it reveals that poor customer service is costing businesses more than $78 billion annually. That is an increase of over $12 billion from their last report in 2016. The report states that “The number of U.S. consumers w... Continue reading…
As the result of a recent storm our power went out. It was a bad storm that knocked out service for hundreds of thousands of people in Chicago. Our power provider suggested that customers use their mobile app to report the power outage and to check back to see the status of the outage.... Continue reading…
Most of us have interacted with a contact center and heard the phrase “This call may be recorded for quality or training purposes”. GDPR and some of the new US-based state-wide privacy regulation have an impact on the policies and business process for call centers. One of t... Continue reading…
On May 25, 2018, the European Union’s General Data Protection Regulation (GDPR) went into effect. GDPR is the legal set of guidelines for the collection and processing of personal information within the European Union (EU.) GDPR rules impacts organization that offer goods a... Continue reading…
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