Organizations are constantly making the business case for new inittiatives to combat the rising threat of cyber crime. Wire understands that the risks and rewards decisions are based on facts. Therefor, we have tried to assemble a set of facts that address various aspects of the decision process.

Providing great customer service is the watershed between the success and failure of an organization. Delivering quality customer service involves a number of factors like maintaining a low first response time and having a vast self-service portal among others.

It’s been said that customer service is the new sales, and when it comes to upselling and customer retention this makes absolute sense. Your customer service officers are in contact with your customers every single day. They need to know the most frequently asked questions, the historical information of the customer, and the best upgrades they can offer to customers.

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business.

Omnichannel is the latest buzzword. Everywhere you turn, people are talking about it, with good reason. Today’s customers are present on multiple channels, and one of the best ways to stay relevant to them is to be available on all of these channels. To handle the volume of this ask, businesses are now taking an omnichannel approach to different functions such as marketing, customer service, sales, etc.