Data Security


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


Calabrio
2Ring
Nice InContact