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When you manage a team of employees, you fulfill a number of roles. One of those roles is “coaching to improve performance.”

Customer loyalty for Apple is at an all-time high—92%, and that’s no accident. The company is known for its investment in building customer loyalty, and it is reaping the rewards: Apple users are 18% more loyal to the brand than to its biggest Android competitor.

When measuring customer satisfaction, the experts seem to agree that no single measurement can properly address all the service factors that influence customer satisfaction. The recommendation is usually to engage in some trial-and-error experimentation to find out which mix of measurements is the most effective for your company.

Artificial intelligence (AI) has transformed organizations across industries, and perhaps nowhere are we seeing its transformative powers so clearly as in customer relationship management. AI is increasingly enabling organizations to improve customer service, improve customer loyalty and free customer service agents to focus on higher-value tasks. In doing so, AI unlocks a wide range of benefits, from reduced costs and improved employee retention to higher revenue and increased customer satisfaction.

For all the challenges the workforce has faced during the COVID-19 pandemic, there have been a few shifts that are actually good news for employees. In early 2020, millions of employees became full-time remote workers, a first for many of them—and for many contact centers as well. In an industry that has typically been reliant on in-person facilities, nearly 75% of contact centers now allow employees to work from home, with nearly four in 10 saying they will definitely continue agent work-from-home programs for agents and another third say they probably will continue them.

Contact centers regularly deal with highly confidential information such as payment card numbers, Social Security numbers, and other sensitive data. A single breach of that information can spell disaster, instantly damaging the trustworthiness of any organization, even if they have a stellar reputation and pristine history.

You’ve invested in both technology and personnel to optimize call center services and increase customer satisfaction. In fact, your agents are more service oriented than ever, using all the tools at their disposal to resolve issues quickly and efficiently on the first call. Fraudsters know this. That is why call centers are a prime target for fraudulent activity. Criminals use social engineering methods to dupe helpful agents who are focused on resolving customer issues efficiently and not on filtering out fraudulent callers.