Data Security

Caller Authentication: The Cybersecurity “Seat Belt”

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

How to Manage Telecom Fraud

How to Manage Telecom Fraud Telecom fraud can’t be eradicated but its risks can be minimized. People Technology Data Security Artificial Intelligence

Keeping the CX Chain

Keeping the CX Chain How retail contact centers can cope with supply chain disruptions. Operations Technology Data Security Artificial Intelligence

Protecting Data, Payments, Providing Positive CX

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

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?

Is Cybersecurity Your High Priority? Methods, tools, and common-sense practices to prevent data breaches through contact centers. Operations People Technology Data Security

The Door to Personalized (and Secure) CXs

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

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

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

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation Lay the groundwork for a security-conscious remote workforce. Technology Data Security COVID-19 Remote Work Remote Work Operations People Technology

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

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

COVID-Era Phone Fraud Demands Omnichannel Response

COVID-Era Phone Fraud Demands Omnichannel Response In a time of vast call volumes, how can contact centers balance efficiency and security? Technology Omnichannel Data Security COVID-19 Remote Work Technology

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

COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents Arm your agents with an effective defense against increasing fraud attempts and threat of social engineering. Technology Data Security COVID-19 Remote Work Technology

How to Implement CCPA Without Impacting Customer Service

How to Implement CCPA Without Impacting Customer Service 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. Technology Data Security

A Checklist for Migrating Your Contact Center to the Cloud

A Checklist for Migrating Your Contact Center to the Cloud A thoughtful game plan to simplify the migration process from planning to execution. Technology Vendor - Management Software Platforms Data Security COVID-19 Remote Work Remote Work Technology

Balancing Customer Experience with Fraud Prevention in the Contact Center

Balancing Customer Experience with Fraud Prevention in the Contact Center Consumers want the best of both worlds. How to deliver a secure and seamless experience. Technology Data Security

Consumers Demand More Data Privacy Protections—California Responds

Consumers Demand More Data Privacy Protections—California Responds The California Consumer Privacy Act (CCPA) goes into effect on January 1st, 2020. Is your contact center prepared? Strategy Data Security

Be Proactive in Protecting Customer Data

Be Proactive in Protecting Customer Data Defend your center against cybercrime with awareness, agent training and effective data management. Operations Contingency Planning Technology Data Security

Compliance and the Contact Center: A Proactive Approach Works Best

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

Contact Centers and The Debate Over Personal Privacy At what point does collecting and sharing personal information intrude on an individual’s privacy? Technology Data Security

Babylon, Black Ink and Biometrics

Babylon, Black Ink and Biometrics Voice biometrics is a game changer in the contact center. Technology Data Security

Contact Center Pipeline Current Issue

CURRENT ISSUE: September 2023

What Is The New Normal?

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