Data Security

Protecting Data, Payments, Providing Positive CX

Companies must walk a fine line between adopting new technology and maintaining consumer trust.

Operations People Technology Data Security Remote Work Operations

Protecting Your Most Sensitive Data

Use automated conversational redaction of audio and transcripts for compliance and training.

Operations Strategy People Technology Data Security

Is Cybersecurity Your High Priority?

Methods, tools, and common-sense practices to prevent data breaches through contact centers.

Operations People Technology Data Security

Maintaining Compliance With MFA

Biometrics are the best path forward for contact centers.

Operations People Technology Data Security

The Door to Personalized (and Secure) CXs

AI-powered biometric authentication limits entry to fraudsters.

Operations People Technology Data Security Artificial Intelligence

How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

Not all SaaS solutions are created the same—nor do they hold themselves to the same compliance standards.

Technology Data Security

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

An alert, educated remote workforce adds considerable strength to your cybersecurity defenses.

Technology Data Security COVID-19 Remote Work Remote Work Operations People Technology

Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers

The desire to offer a low-effort, simple experience while also deterring fraud has made identity verification the number one challenge businesses face.

Technology Data Security

COVID-Era Phone Fraud Demands Omnichannel Response

IVR security technology has improved by leaps and bounds in the past several years, but many contact centers have been slow to implement the latest and greatest advances.

Technology Omnichannel Data Security COVID-19 Remote Work Technology

COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

One in four businesses saw fraud attempts increase in their call centers, which often are a vulnerable, enticing access point for fraudsters.

Technology Data Security COVID-19 Remote Work Technology

How to Implement CCPA Without Impacting Customer Service

No one likes to jump through hoops to get the information they’re looking for, so if the identity verification process is rife with unnecessary speed bumps, customer experience is going to...

Technology Data Security

A Checklist for Migrating Your Contact Center to the Cloud

Given that a contact center is often the first touchpoint for many customers, it’s crucial that any new technology runs smoothly in a test environment before being deployed for customers in...

Technology Vendor - Management Software Platforms Data Security COVID-19 Remote Work Remote Work Technology

Balancing Customer Experience with Fraud Prevention in the Contact Center

Seventy-eight percent of Americans strongly believe that organizations need to protect their information, a 16% increase over last year.

Technology Data Security

Consumers Demand More Data Privacy Protections—California Responds

Consumers are up in arms about violations of their privacy and legislators have taken notice.

Strategy Data Security

Be Proactive in Protecting Customer Data

The most significant security risk to a company’s data or systems comes from within—human error.

Operations Contingency Planning Technology Data Security

Compliance and the Contact Center: A Proactive Approach Works Best

New technologies and best practices for an increasingly complex compliance environment.

Technology Data Security

Contact Centers and The Debate Over Personal Privacy

Businesses today have an incredible amount of customer data on their hands that needs to be handled and used responsibly.

Technology Data Security

Babylon, Black Ink and Biometrics

In the contact center, authentication issues have become of paramount importance as such security techniques as passwords and ID numbers are increasingly proven to be ineffective in the fight...

Technology Data Security

Social Engineering: 5 Steps to Protect Your Contact Center

Fraudsters have stepped up their methods by using multiple channels to coordinate and commit fraud.

Technology Data Security

A Deeper Look at Authentication and Fraud Prevention

Start by thinking of things like account number and social security number as identity only; these are not paths to authentication or verification in today’s data-compromised world.

Technology Data Security

PCI Compliance: An Overview of PCI Standards

As the amount of personal data entering the organization through the contact center increases, it is necessary that organizations provide a way to keep it secure.

Technology Data Security White Papers

What Keeps You up at Night?

Contact centers face a growing array of compliance requirements, rules and regulations for handling sensitive data.

Technology Data Security

The Personalized Service and Data Security Dilemma

Customers want to have the utmost confidence that you are protecting their data and treating it with the respect it deserves… even as you continue to gather more of it.

Technology Data Security

It’s (Time for) a New Day in Authentication and Routing

The old tools and techniques aren’t enough. Success requires customization and personalization, not a one-size-fits-all approach. The key is to use data and technology well at each stage of...

Technology Data Security

Maintaining PCI DSS Compliance in the Contact Center

Contact center agents themselves present the biggest potential risk because they are the most transient employees with the most access to sensitive customer data.

Technology Data Security

Nice inContact