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Imagine having a gold mine in your yard and never venturing out to dig up some nuggets.

There are thousands of inefficiencies across your business, ranging from process bottlenecks, execution gaps and error-prone manual tasks to systems latency and overreliance on the knowledge base. Yet identifying each of them and knowing which to focus on first in process automation and optimization efforts isn’t easy without access to the right data and insights.

Shawn Smith, a system analyst at nonprofit health care company Cambia Health Solutions, works mainly with customer service teams. When he stepped into his role more than two years ago, Cambia’s quality evaluations were completed via a recording application and then documented in Word, Excel and OneNote. The organization’s quality program became an immediate focus for Smith, he said.

For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious.

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.

In the world of contact centers and card payments, a day of reckoning is near. The Payment Card Data Security Standard has existed in some iteration since 2004. But PCI-DSS 4.0 is coming in early 2022 – which is months after it was initially expected, since given these complex times, this version requires still more rounds of feedback. What does that mean for your contact center? It means stock up, fortify, and brace yourself – 4.0 is going to be big.

It’s the small details and the experience of being cared for that ultimately drives a customer to stay with your company for life. So, give your customers something to be thankful for this year, and you’ll find they will pay you back tenfold.