Contact Center Pipeline

Data Security

Can Security, Compliance, and Excellent CX Co-Exist?

Artificial Intelligence
Can Security, Compliance, and Excellent CX Co-Exist?
by: Brendan Read
They must: and here’s how.

When AI Shops for Your Customers

Artificial Intelligence
When AI Shops for Your Customers
by: Shahar Yaari
How contact centers can manage the new risks.

CRM AI’s Hidden Security Risks

Artificial Intelligence
CRM AI’s Hidden Security Risks
by: Aaron Costello
How to manage them.

Artificial Intelligence
9-1-1 at Risk
by: D. Jeremy DeMar
How to protect it.

Why Platform Integrity Matters

Artificial Intelligence
Why Platform Integrity Matters
by: Rachel Lutz Guevera
How contact centers can help.

When the Voice Isn’t Human

Artificial Intelligence
When the Voice Isn’t Human
by: Rana Gujral
How to manage the growing deepfake threat.

Strategies for Managing Remote Call Center Teams – Part 2

Operations
Strategies for Managing Remote Call Center Teams – Part 2
by: Mark Pereira
How to handle challenges of agents working from home.

Caller Authentication: The Cybersecurity “Seat Belt”

Data Security
Caller Authentication: The Cybersecurity “Seat Belt”
by: Mark Pereira
Utilizing caller authentication with voice biometrics can protect customers.

How to Manage Telecom Fraud

Artificial Intelligence
How to Manage Telecom Fraud
by: Jon Arnold
Telecom fraud can’t be eradicated but its risks can be minimized.

Keeping the CX Chain

Artificial Intelligence
Keeping the CX Chain
by: Tony Lorentzen
How retail contact centers can cope with supply chain disruptions.

Protecting Data, Payments, Providing Positive CX

Operations
Protecting Data, Payments, Providing Positive CX
by: Geoff Forsyth
Companies must walk a fine line between adopting new technology and maintaining consumer trust.

Protecting Your Most Sensitive Data

Data Security
Protecting Your Most Sensitive Data
by: Scott Bakken
Use automated conversational redaction of audio and transcripts for compliance and training.

Is Cybersecurity Your High Priority?

Data Security
Is Cybersecurity Your High Priority?
by: Jacob Britt
Methods, tools, and common-sense practices to prevent data breaches through contact centers.

The Door to Personalized (and Secure) CXs

Artificial Intelligence
The Door to Personalized (and Secure) CXs
by: Simon Marchand
AI-powered biometric authentication limits entry to fraudsters.

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

Data Security
How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless
by: Jeff Epstein
Before adopting a solution, make sure you’re confident in its commitment to security and privacy.

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

Technology
Reinforcing Your Work-From-Home Team's Cybersecurity Foundation
by: Susan Hash
Lay the groundwork for a security-conscious remote workforce.

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

Data Security
Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers
by: Anonym
How to deliver a frictionless service experience without compromising data security.

COVID-Era Phone Fraud Demands Omnichannel Response

Technology
COVID-Era Phone Fraud Demands Omnichannel Response
by: Mark Horne
In a time of vast call volumes, how can contact centers balance efficiency and security?

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

Technology
COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents
by: Heidi Hunter
Arm your agents with an effective defense against increasing fraud attempts and threat of social engineering.

How to Implement CCPA Without Impacting Customer Service

Data Security
How to Implement CCPA Without Impacting Customer Service
by: Anonym
There is a fine line between protecting customers’ PII, complying with CCPA and putting in place so much security that you lose customers to competitors.

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