For people working in a variety of industries, the confidentiality of day-to-day conversations is critically important. Meeting necessary security requirements during a time when so much of our work happens remotely has been a real concern for those working in areas such as finance, healthcare, government, and call centers that routinely handle sensitive information.
Wade Hoffman, EarthBend partner and general manager of the EarthBend Distribution business unit, was recently interviewed on The Business Power Hour. Wade discusses with host Deb Krier the evolution of technology and how voice and contact center applications have developed to achieve their current capabilities.
Since the COVID-19 pandemic, the contact center has acted as a conduit enabling organizations to maintain communication with customers – and unsurprisingly, the quality of these interactions is more important than ever. The intensified focus on customer experience means that service levels need to increase.