BY RACHEL LUTZ GUEVERA, TASKUS

ILLUSTRATION PROVIDED BY ADOBE STOCK

contact center never needs a sudden surge in calls from frustrated or irate customers. And yet that’ s precisely what happens when a company’ s digital platform has its integrity broken.

Many discussions about platform integrity— keeping everything on a digital platform real, safe, honest, and functional— focus on brand health or maintaining customer loyalty and quality of experience.

Those are critical reasons to rigorously maintain platform integrity. But it means as much( maybe more) to the agents on the frontlines of customer interaction who handle millions of critical conversations, questions, and issues every day.

When things go wrong on a platform, the impact is immediate and greatly magnified for everyone in a contact center. Platform integrity builds and maintains trust for customers and the people charged with helping them.

PLATFORM INTEGRITY IN CONTACT CENTERS

For a contact center, platform integrity requires three things:

1. Safe, secure places for customers and agents to interact. That means phone lines, chat windows, social media, and emails are free from scams or abusive messages.

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