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Industry Research : 62% of Businesses Not Telling Customers About Third-Party Ad Trackers Collecting Their Data

#contactcenterworld, @zoho

According to a recent survey, 62% of U.S. and Canadian companies don’t inform customers that they allow tracking code from third-party services on their websites, despite the majority claiming to have well-defined consumer data privacy policies that are strictly applied. Conducted by CRM Essentials and commissioned by global technology company Zoho, the survey results reveal how frequently unethical data collection tactics are used to capture information that's lucrative for advertisers, such as a user's site behavior, location, or device type. Furthermore, the findings expose glaring gaps in policies that don’t adequately protect consumers or give them control over how their data is collected when they go online or use business software.

Polling more than 1,400 business leaders at companies of varying sizes and industries, the survey found that third-party ad tracking is ubiquitous — 100% of respondents said their companies allow it, and 57% are "comfortable" or "very comfortable" with the way third-parties use customer data. Out of 1,220 respondents willing to share thoughts on their data privacy policies, 55% claim to have well-defined consumer data privacy policies that are strictly applied. The findings also show that the more a business relies on surveillance data to drive revenue, the more comfortable they are with the practice.

What's more, the majority of businesses do not see it necessary to inform customers that they are being tracked. B2B businesses are more likely to keep third-party ad tracking secret from customers, with 72% admitting they know tracking happens and don’t inform customers, compared to 58% of B2C respondents. This business practice is also true in California, the only U.S. state with a consumer data privacy law. Nearly 70% of California companies don’t inform customers that they allow third-party ad trackers on their websites, yet 56% say their company has a well-defined, documented policy to customer data privacy that is strictly applied.

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"User tracking to serve ads has turned into adjunct surveillance, a term we use at Zoho when companies collect data without consumer knowledge. This trend started with B2C services, but it’s alarming to see it has carried over to the B2B world, especially given how essential SaaS solutions are for working remotely during the pandemic. If you’re using a free service, you’re paying for it with your data. That includes free B2B software and mobile apps you might be using, and we need companies to be transparent with customers about how they track users," explained Raju Vegesna, Chief Evangelist at Zoho.
Awareness Level: Most Businesses Can’t Plead Ignorance

While the lack of transparency means consumers may be none-the-wiser to companies using third-party ad trackers, the majority of businesses say they are well-informed:

- 85% are aware that some third-party code automatically installs tracking code onto its website from companies they have no direct relationship with

- 68% said third-party vendors had done a "good" or "satisfactory job" in explaining how the data they collect from digital properties are used

- B2B respondents were twice as likely to say third-party platforms have done a "good" job explaining how their data is being used than B2C respondents

Comfort Level: Ad Trackers Impact on Sales

The findings also show businesses that depend on third-party ad platforms to drive sales are more likely to be comfortable with how third-parties use the data:

- 36% said third-party ad platforms are the primary factor in their ability to meet sales goals

- The same group was nearly four times more likely to say they were "very comfortable" with how third-party ad platforms use data they collect

- Companies that said ad platforms are not a factor in meeting sales goals were almost five times more likely to know that some software automatically installs third-party tracking code onto its website

"It's no secret that data is valuable for powering personalized ads, but we were surprised to find how comfortable companies of all sizes are with unethical data collection methods that leave their customers in the dark and their information in potentially dangerous hands," said Brent Leary, co-founder and partner of CRM Essentials. "It will be interesting to see how shining a brighter spotlight on third-party ad trackers impacts future business models. As more of our interactions take place digitally, organizations will have to recognize how important safeguarding data is to the overall customer experience. And business leaders will need to weigh the risk of consumer backlash and regulatory compliance issues against the benefits of revenue from surveillance data"

In 2019, Zoho completed the process of removing all tracking software from third-parties on its websites and applications. Its privacy policy takes a bold stance against adjunct surveillance, closing loopholes that other businesses are still exploiting to generate revenue from third-party ad trackers.

"Zoho has never sold its customers’ data and never will. We also don't monetize the behind-the-scenes analytics in any shape or form. That means we leave money on the table, but just because it’s there doesn’t mean you have to take it," said Vegesna. "We’re proof that you can be successful without profiting off selling consumer data to third-parties."

#contactcenterworld, @zoho

Posted by Veronica Silva Cusi, news correspondent
Source: Zoho


About Zoho Corporation:
Company LogoZoho Corporation founded in 1996, is located in Chennai, Tamil Nadu, India. The company was founded and headed by Sridhar Vembu. who earlier worked in Qualcomm USA.
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Today's Tip of the Day - Invest The Time

Read today's tip or listen to it on podcast.

Published: Wednesday, December 23, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.

7.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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