customer care Archives - Arise https://www.arise.com/tag/customer-care/ Omnichannel Contact Center Solutions Thu, 07 Mar 2024 20:14:22 +0000 en-US hourly 1 https://wordpress.org/?v=6.4.3 https://www.arise.com/wp-content/uploads/2023/09/favicon.svg customer care Archives - Arise https://www.arise.com/tag/customer-care/ 32 32 Fighting Fraud During Holiday Peak: Empowering Brands with Arise Digital Shield https://www.arise.com/blog/fighting-fraud-during-holiday-peak-empowering-brands-with-arise-digital-shield/?utm_source=rss&utm_medium=rss&utm_campaign=fighting-fraud-during-holiday-peak-empowering-brands-with-arise-digital-shield Wed, 21 Feb 2024 21:03:24 +0000 https://www.arise.com/?p=9890 The holiday season brings joy and cheer, but for companies, it also brings an increased risk of fraud and security breaches. With the surge in customer inquiries and transactions, workers providing customer support become prime targets for malicious actors seeking to exploit vulnerabilities. However, amidst these challenges, remote work has emerged as a surprisingly effective solution for bolstering security measures. In this blog post, we'll delve into the intricacies of customer support fraud during the 2023 holiday season and explore how remote workers contribute to enhanced security protocols.

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Fighting Fraud During Holiday Peak:

Empowering Brands with Arise Digital Shield

The holiday season brings joy and cheer, but for companies, it also brings an increased risk of fraud and security breaches. With the surge in customer inquiries and transactions, workers providing customer support become prime targets for malicious actors seeking to exploit vulnerabilities. However, amidst these challenges, remote work has emerged as a surprisingly effective solution for bolstering security measures. In this blog post, we’ll delve into the intricacies of customer support fraud during the 2023 holiday season and explore how remote workers contribute to enhanced security protocols.

Understanding customer support fraud:

Companies, especially during the holiday season, experience a significant uptick in customer interactions. This surge provides ample opportunities for fraudsters to launch various attacks, including social engineering, account takeover, and identity theft. Fraudsters exploit overwhelmed agents and outdated security measures to manipulate agents and gain unauthorized access to sensitive information. The repercussions of such breaches are not only financial but also damage customer trust and tarnish the reputation of the business. In fact, 66% of U.S. consumers would not trust a company that’s experienced a data security incident.

Challenges faced by contact centers:

Traditional contact centers often struggle to mitigate fraud risks effectively. Legacy systems, inadequate training, and limited resources leave them vulnerable to sophisticated cyber threats. Additionally, the centralized nature of on-premises contact centers presents a single point of failure, making it easier for attackers to infiltrate and wreak havoc. This is having significant impact. According to TransUnion, digital shopping fraud in the U.S. climbed 12% from November 23 – 27, 2023 compared to the rest of 2023. Globally, it was 15% higher than the same period in 2022. The impact in the Financial Services sector has been even more prevalent where 80% of survey respondents said that since 2021, attacks have been up more than 10%. The remaining 20% of respondents have seen increases of 80% in the same period.

The role of the Arise® Platform in enhancing security:

Enter the Arise® Platform – a game-changer in the realm of customer support security. The Arise® Platform leverages GigCX, providing companies access to a flexible, on-demand workforce of independent contractors or freelancers to handle customer inquiries and support tasks. With this solution, companies engage with Service Partners who possess the necessary skills and expertise to address customer needs on a temporary or project-based basis. The Arise® Platform offers several advantages over traditional setups, particularly concerning security:

Geographic Diversity & Tracking: Service Partners can be located in diverse locations, reducing the risk of localized disruptions due to natural disasters or regional outages. This geographic diversity also makes it harder for attackers to pinpoint and target specific contact center locations. Geolocation tracking is also implemented to ensure that gig workers are logging in from approved locations only. This helps prevent unauthorized access to sensitive information and reduces the risk of fraudulent activities.

Enhanced Authentication Measures: The sophisticated platform provides robust authentication protocols, such as multi-factor authentication (MFA) and biometric verification. These measures fortify access controls and ensure that only authorized personnel can handle sensitive customer data.

Utilization of AI and Machine Learning: The Arise Digital Shield is an AI-powered fraud detection systems used to identifying suspicious behaviors in real-time. It analyzes vast amounts of data to detect anomalies and flag potential fraudulent activities before they escalate.

Secure Communication Channels: Platform services rely heavily on encrypted communication channels and virtual private networks (VPNs) to safeguard data transmission. These encrypted channels create secure conduits for agents to interact with customers without fear of interception or eavesdropping.

Reduced Physical Vulnerabilities: By decentralizing operations, the Arise® Platform minimizes the physical vulnerabilities associated with centralized contact centers. There’s no single physical location for attackers to target, mitigating the risk of on-premises breaches and physical security breaches.

Reduced Insider Threats: Gig workers can potentially reduce insider threats as remote resources may feel less pressured or tempted to engage in fraudulent activities when working from the comfort of their homes. Additionally, remote work may provide fewer opportunities for collusion among individuals, especially with tools such at the Arise Digital SafeDesk. Here Arise is able to enforce a clean desk policy and prevent shoulder surfing with an Identity verification and authentication solution that utilizes AI, machine learning, computer visioning, and biometrics.

Adaptive Security Education: While some may assume otherwise, gig workers don’t escape the necessary learning and awareness programs that educate resources about emerging threats and best practices. Through proactive education, resources are empowered to recognize and mitigate potential security risks, thereby bolstering the overall resilience of the customer support function.

Wrapping up

As organizations brace themselves for the challenges of 2024, the importance of robust security measures cannot be overstated. By embracing the Arise® Platform, companies can strengthen their defenses against fraud and security breaches while empowering resources to deliver exceptional customer experiences. With the right combination of technology, education, and vigilance, brand leaders can navigate their peak seasons with confidence and safeguard the trust of their customers.

Jay Jones
Director, Fraud Prevention Security, Arise

As the Fraud Prevention Director at Arise, Jay Jones leverages over a decade of experience in the fraud space, particularly within FinTech organizations. In his role, Jay spearheads strategic initiatives to safeguard against fraudulent activities, ensuring the integrity and security of Arise’s operations and client relationships.

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]]> Arise: Who We Are https://www.arise.com/factsheets/who-we-are-customer-experience-innovation/?utm_source=rss&utm_medium=rss&utm_campaign=who-we-are-customer-experience-innovation Wed, 06 Dec 2023 16:16:10 +0000 https://newsite.arise.com/?p=4841 For nearly 30 years, The Arise® Platform has been connecting the right people with the right brands.

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Arise: Who we are

Customer experience driven by remarkable people and technology.

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For nearly 30 years, The Arise® Platform has been connecting the right people with the right brands. Our innovative technology platform provides choice, flexibility, and freedom – empowering brands to create transformative customer connections.

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Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

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]]> CFO Guide: Driving cost out of Customer Care with virtual-first CX https://www.arise.com/thoughtleadership/driving-cost-out-of-customer-care-with-virtual-first-cx/?utm_source=rss&utm_medium=rss&utm_campaign=driving-cost-out-of-customer-care-with-virtual-first-cx https://www.arise.com/thoughtleadership/driving-cost-out-of-customer-care-with-virtual-first-cx/#respond Tue, 05 Dec 2023 16:13:50 +0000 https://newsite.arise.com/?p=4721 The modern Chief Financial Officer (CFO) is becoming the key driver of operational efficiency for businesses worldwide. Traditionally focused on financial planning and risk management, CFOs are now driving initiatives, like zero-based budgeting (ZBB), which take hard looks at everything from systems to logistics as a way to create a financially efficient business.

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CFO Guide: Driving cost out of Customer Care with virtual-first CX

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The modern Chief Financial Officer (CFO) is becoming the key driver of operational efficiency for businesses worldwide.  Traditionally focused on financial planning and risk management, CFOs are now driving initiatives, like zero-based budgeting (ZBB), which take hard looks at everything from systems to logistics as a way to create a financially efficient business.  Each department is being asked to evaluate everything they do and find new ways to execute.  These initiatives are eliminating waste and driving transformation of strategies, systems, and processes.  When looking for process improvements and cost savings, there is tremendous opportunity for significant transformation in Customer Care. 

In this whitepaper you will explore four major ways to reduce costs and improve revenue with virtual-first care including:

  • Increase workforce productivity up to 34%.
  • Increase revenue and grow share of wallet by reaching 150% of sales goals.
  • Improve retention and create customers for life.
  • Reduce technology and facilities costs by 12%
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]]> https://www.arise.com/thoughtleadership/driving-cost-out-of-customer-care-with-virtual-first-cx/feed/ 0 How Gig CX is transforming customer care https://www.arise.com/thoughtleadership/how-gig-cx-is-transforming-customer-care/?utm_source=rss&utm_medium=rss&utm_campaign=how-gig-cx-is-transforming-customer-care Mon, 04 Dec 2023 21:38:27 +0000 https://newsite.arise.com/?p=4691 With chaotic volume spikes across more channels than ever, CX leaders cannot continue to do things the same way. You have to change.

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How Gig CX is Radically Transforming Customer Care

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With chaotic volume spikes across more channels than ever, CX leaders cannot continue to do things the same way. You have to change.

Gig-CX is allowing Brands to flex capacity up to 200% intraday while delivering 90% utilization and hitting #1 in NPS over Traditional BPOs.

In this whitepaper you will learn about 5 ways CX is changing in the post-COVID world:

  • How Gig-CX gives Brands access to a much broader and more experienced talent pool
  • Why capacity planning is radically different with new scheduling capabilities
  • Why Virtual-First Learning and Development drives faster rollouts and better quality
  • How Gig-CX workers deliver better quality by choosing the Brands they love
  • How Brands are saving millions of dollars through better productivity, efficiency and innovation
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]]> Everything you have been told about Work-from-Home customer care is wrong https://www.arise.com/thoughtleadership/everything-you-heard-about-wfh-is-wrong/?utm_source=rss&utm_medium=rss&utm_campaign=everything-you-heard-about-wfh-is-wrong https://www.arise.com/thoughtleadership/everything-you-heard-about-wfh-is-wrong/#respond Mon, 04 Dec 2023 17:51:39 +0000 https://newsite.arise.com/?p=4577 The hard truth is that BPO strategy is largely built on a 30-year-old view of the world. No matter how much technology, security, and workstyles have progressed, the tenets of how BPOs support your customers haven’t really changed.

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Everything you have been told about Work-from-Home customer care is wrong

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View Interactive Whitepaper

The hard truth is that BPO strategy is largely built on a 30-year-old view of the world. No matter how much technology, security, and workstyles have progressed, the tenets of how BPOs support your customers haven’t really changed. In this paper, we will analyze how the systemic design of traditional BPOs accepts failure as a standard operating procedure, with customer experience, resource management, and cost control all suffering as a result.

Conversely, work-from-home care is utilizing data science, virtual workspaces, and gig economy workstyles to improve efficiency and customer satisfaction. In this paper, we will discuss the major misconceptions about work-from-home care and give examples of how virtual-first technology is driving new capabilities that will improve performance and delight customers.

Here you will learn:

  • How gig economy workstyles are creating new opportunities to improve occupancy and utilization.
  • How work-from-home resources are more mature and professional, delivering exceptional quality.
  • How virtual-first learning and development are reducing speed-to-proficiency and improving customer satisfaction.
  • Uncover the truth about work-from-home customer care.
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]]> https://www.arise.com/thoughtleadership/everything-you-heard-about-wfh-is-wrong/feed/ 0 Revitalizing Cruise Industry Customer Care https://www.arise.com/case-studies/cruise-industry-customer-care-success-arise/?utm_source=rss&utm_medium=rss&utm_campaign=cruise-industry-customer-care-success-arise https://www.arise.com/case-studies/cruise-industry-customer-care-success-arise/#respond Thu, 02 Nov 2023 01:33:06 +0000 https://newsite.arise.com/?p=3810 Cruise client “sails” to new success with innovative learning journeys

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Cruise client “sails” to new success with innovative learning journeys

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Case Study Background:

In 2019, cruises generated a total of $55.5 billion in economic impact just in the US alone. With the onset of the COVID-19 pandemic, there was no other option but to lay off large portions of the workforce. However, as the cruise industry started roaring back to life in 2021 and 2022, this created a sizeable gap in customer care resources to handle contact volume, creating a risk of losing sales to the competition.

Use case #1

The Arise® Platform resolves 95% of contacts without transfers or escalations

Challenge

Solution

  • individuals_collaborating

    Challenge

    Recovering from pandemic layoffs amidst a historic labor shortage left this cruise client with a huge gulf in their customer care department. With the cruise industry forecasted to bounce back to 2019 booking levels, this client needed high-quality CX resources to ensure customers were cared for and revenue targets were met. As a long-term client of The Arise® Platform, they knew just where to turn to for assistance handling specialized and high-revenue customers.

  • young_woman_cruise_ship

    Solution

    Partnering with The Arise® Platform has many benefits, including access to over 70K highly skilled Service Partners and industry-leading virtual-first learning experts. Arise partnered with this client’s internal team to create “Tier 3” curriculum focused on delivering great service for their highest-value clients. This curriculum included a focus on reducing transfer volume, assisting with escalated calls, and creating a more positive support experience. This learning journey allowed Performance Facilitators to enable Service Partners on The Arise Platform to achieve revenue goals.

Result

This high-revenue customer program reduced transfers from 17.9% to 4.5%. Through this effort, Service Partners on The Arise® Platform can now handle 95% of all contacts without transfer or escalation.

Use case #2

Innovative learning plans improve Service Partner certifications by 100%

Challenge

Solution

  • man-instructor-led-learning

    Challenge

    In 2022, the cruise industry is forecasted to be at 101% passenger volume compared to 2019 levels. The industry is finally back! However, in 2020, nearly 600,000 cruise-affiliated jobs were removed from the workforce, creating a still-present gap in cruise organizations of all sizes, especially in customer service. As the industry came roaring back to life, one major cruise client was overwhelmed with a need for skilled Service Partners to meet the huge, pent-up demand for cruise bookings.

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    Solution

    The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who provide high-quality care while improving productivity and efficiency. The Service Partners on The Arise® Platform are, on average, more mature, highly educated, and display a brand affinity for the organization they provide care for.

    The Arise® Platform is an industry leader in virtual-first education and CX learning journeys. To meet the demands of such an accelerated and tailored learning journey, Arise implemented the “Earn While You Learn” program. This virtual learning program creates a path for Service Partners to take certain types of contacts in half the time as the previous certification courses. These contacts coincide with the learned curriculum to create a real-world experience at the same time as certification, ensuring Service Partners have the support they need to deliver quality care to customers.

     

Result

The Arise® Platform delivered 100% of the FTE requested for this cruise client from Q1-Q3 2022 and the “Earn While You Learn” program improved Service Partner certification rates by over 100%. This success ensured that Service Partners could Be There, Be Aware, and Be Essential for this client’s customers.

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