May 2024 Contact Center Pipeline / May 2024 / Issues Download Issue [PDF] Table of Contents, May 2024 FEATURE ARTICLECan Contact Centers Mitigate Fraud Risks?By Brendan Read; Q&A with Richard TsaiFraud is rampant, but steps can be taken to thwart threats.IDIOM INSIGHTSIs Your Contact Center Overexercised?By Kathleen M. PetersonThe importance of understanding the impact of underestimating and under provisioning the Contact Center.STAFFINGDisruption Ahead for The Contact Center Workforce – Part 2By Brent Holland Declining labor supply poses challenges and how to offset them.COACH'S CORNERStrategies for Managing Remote Call Center Teams – Part 2 By Mark PereiraHow to handle challenges of agents working from home.CASE STUDYCan Voice Authentication Help Overwhelmed Agents?By Chad Rogers Experience with it says yes.MICRO-EXPERIENCESIs Your CX Thriving in the Age of Deepfakes?By Ketuman SardesaiThe key to CX lies in positive and secure micro-experiences.ARCHIVINGOpening the Door to Business Continuity (and Success)By Al Kelley Secure archiving both protects and enables the ready retrieval of critical data.PAYMENTSProcessing Payment Trends and ChallengesBy Jane Goodayle What are the seamless solutions for contact centers?VOICE COMMERCESpeaking to BuyBy Rachel ValentineUnderstanding the impact of voice commerce on customer shopping engagements.SECURITYThe Evolving Voice Security ThreatsBy Vicki Sidor And how contact centers can defend themselves.COMPLIANCEUnpacking the Recent FCC RulingsBy Mark McKinneyHow these decisions will affect contact centers.CYBERSECURITYDonning the Digital ArmorBy Mark PereiraHere’s how contact centers can thwart and mitigate attacks.