10 bank fraud lessons of 2012

TRUSTID

Throughout 2012, we’ve covered many issues around the threats and authentication solutions that directly affect call center environments. As we gear up for a new year, I wanted to take a look back at some of the lessons of 2012, and what we learned that can help us better protect our customers and business information moving ahead. As much as we’d like to think that remote banking is safe, the reality is threats across all customer channels still exist.

3 Keys to Employee Engagement from Coach K

Beyond Morale

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? Have you ever stopped to ask why there are coaches and teams that are consistently at the top? Have you wondered why these programs produce leaders that go to create other winning teams?

Training will not Fix a Toxic Workplace

Beyond Morale

There have been times when I have entered a workplace and just felt the weight of the emotional tension. The air was so thick that it was hard to breathe despite it being a smoke free environment.

Stronger customer authentication only way to mitigate risk of bank fraud

TRUSTID

Sitting at the core of every financial transaction is trust. Without it, or worse, relying on unvalidated resources like personal identifiable information (PII) to identify customers, puts every banking transaction at risk. The recent article, “$850 Million Scheme Exploited Facebook: Authentication, Secure Browsing Would Have Reduced Losses,” illustrates just how important customer authentication is.

Real-time telephone authentication needed to identify risky in-bound calls

TRUSTID

Card-not-present (CNP) fraud and account takeover typically refer to online crimes, but an increasing number of criminals are targeting call centers to perpetrate crimes that are normally associated with the Internet. With financial institutions pouring so much effort and investment in online security strategies, banks really need to consider the same when protecting their call centers.

Welcome to Teleopti Global Forum 2012, 21-22 May

teleopti

h4Invitation to the Teleopti Global Forum 2012. Join us in celebrating 20 years of inspirational friendship! This year's theme is "What gets measured gets done

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Alfa-Bank (Ukraine) wins Teleopti WFM Best Practice Award at the Teleopti Global Forum 2012

teleopti

The motivation from the jury was: The winner has in a professional manner handled their challenges and achieved results in a very short time. The results are excellent proof of what one can achieve with the help of Teleopti WFM

Teleopti was present at the Customer Contact Planning 2012 in Blackpool, UK

teleopti

Teleopti was present at the recent Professional Planning Forum Annual Conference held in Blackpool, UK 23 – 24 April. Teleopti was a specialist sponsor in the areas of enterprise planning. The conference was a mix of presentations, case studies, round table discussions and seminars

Consider Posting Customer Service Statistics

Brad Cleveland

Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team with focus and, yes, provides useful information to customers.

What Leaders Should Know About Call Centers

Brad Cleveland

Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.

Ensuring Customer Accessibility

Brad Cleveland

Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.

Alan Weiss Video Testimonial

Brad Cleveland

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An Overview Of My New Book

Brad Cleveland

Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012.

Wait… That's Cheating!

Brad Cleveland

I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions. They handled thousands of customer interactions daily—vigilantly keeping an eye on service levels (which, in their case, meant the percent of contacts reaching agents within 30 seconds) to appease regulators who could approve or stymie requests for capital investments …

How to Build Profitable Relationships

Brad Cleveland

Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating customers needs and offering solutions, increasing the value you provide, presenting a “single face” for your customers, creating business rules to automate processes, empowering your employees, and others.

Traits of a Well Managed Call Center

Brad Cleveland

Brad shares the traits that are common among successful contact centers. Brad shares the traits that are common among successful contact centers. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center strategy support center

Do Customers Understand Your Access Alternatives?

Brad Cleveland

Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy customer relationships Customer Service strategy support center

Companies Using Access Strategies to Bolster Their Brands

Brad Cleveland

Brad shares examples of organizations that are shaping access strategies that support and further their brands. Brad shares examples of organizations that are shaping access strategies that support and further their brands. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support center

Is Social Media a Channel or a Strategy?

Brad Cleveland

What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a Channel or a Strategy? What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a Channel or a Strategy ?

Questions Answered by Your Customer Access Strategy

Brad Cleveland

Shaping an effective customer access strategy will enable you to answer many important questions. Shaping an effective customer access strategy will enable you to answer many important questions. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support center

What Does a Customer Access Strategy Look Like?

Brad Cleveland

Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy. Customer access strategies are like business plans - they vary greatly. Here, Brad discusses a standout example of an effective access strategy. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support center

Components Of an Effective Customer Access Strategy

Brad Cleveland

In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

The Importance of a Customer Access Strategy

Brad Cleveland

Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations. Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations. Podcasts Uncategorized Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support center

How I Got into this Field

Brad Cleveland

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. "So So many people come from so many different backgrounds" in this profession. Podcasts Brad Cleveland Call Center Contact Center customer relationships Customer Service strategy support center

Traits of the Best Leaders

Brad Cleveland

Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the Best Leaders. Podcasts Brad Cleveland Call Center Contact Center leadership strategy support center

The Measures Every Contact Center Should Have

Brad Cleveland

Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value.

The Value of a Contact Center

Brad Cleveland

Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes). Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).

Have Call Center Fundamentals Changed?

Brad Cleveland

Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Here, Brad discusses how call center strategy and management is (and isn't) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed? Podcasts Brad Cleveland Call Center Contact Center Customer Service Social Media strategy support center

Will Social Communities and Mobile Apps Replace Call Centers?

Brad Cleveland

Social communities and mobile apps will not replace call centers. But they will change them dramatically. Social communities and mobile apps will not replace call centers. But they will change them dramatically. Podcasts Brad Cleveland Call Center Contact Center customer relationships Customer Service Social Media strategy support center

Customer Service Through Social Channels

Brad Cleveland

How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/ How do organizations get started in delivering services through social channels? It's a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/.

Value Proposition: A New Era In Customer Service

Brad Cleveland

In this podcast, Brad shares his reasons for believing it’s a new era in customer service. In this podcast, Brad shares his reasons for believing it's a new era in customer service. Podcasts Brad Cleveland Call Center Contact Center customer relationships Customer Service strategy support center

Social Media is Changing Customer Service

Brad Cleveland

Social media, mobile apps and other developments are enabling the “greatest consumer movement in history.” ” Social media, mobile apps and other developments are enabling the "greatest consumer movement in history." Podcasts Brad Cleveland Call Center Contact Center Customer Service Social Media strategy support center

Social Media: Channel or Strategy?

Brad Cleveland

Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping a “social strategy.” ” It’s an important question — but without further definition, can be overly vague. Social media is a vast and ever-expanding array of platforms, tools and capabilities. It would be like referring to … Call Center Contact Center Customer Relationships Social Media customer access

What's Driving Change in Customer Services?

Brad Cleveland

The most significant developments to date have been on the organization’s end. Examples in contact centers: The invention of 800 number (toll free) service and ACD routing systems in the late 1960s and early 1970s; the introduction of workforce management capabilities and computer telephony integration in the 1980s; web browsers and Internet-based services in the 1990s; and more recently, the … Contact Center Customer Relationships Call Center Customer Service

Take control over roaming costs and all your devices

teleopti

Teleopti participated in the Telecom Expense Management 2012 event in Amsterdam Arena on March 14. The event gathered a large crowd of Telecom Managers throughout Europe

Novare with Teleopti: The Next Generation Workforce Management Workshop

teleopti

Last April 10, 2012, Novare Technologies organized and facilitated a workshop with partner, Teleopti, entitled Teleopti: The Next Generation Workforce Management Workshop, held at the Makati Shangri-La Hotel

Teleopti visar styrkebesked på sitt 20:e verksamhetsår med rekordstor orderingång och omsättning. Under 20 år i följd har företaget uppvisat god lönsamhet och hög tillväxt.

teleopti

Teleopti , världsledande leverantör av lösningar för strategisk bemanningsplanering i kundtjänster, backoffice och butiker (Workforce Management WFM), samt kostnadsuppföljning av företagstelefoni (Telecom Expense Management TEM) meddelade idag resultat för verksamhetsåret 2012. Företagets totala omsättning 2012 uppgick till 150 miljoner kronor, vilket innebär en ökning med 17 procent.

Tile Circle

OctopusTech

Tile Circle which was first launched in 2012 with the ideology of selling handcrafted tile to the consumers is currently the world’s leading online tiles store offering a wide range of tile patterns from artists on a global scale.

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Tile Circle

OctopusTech

Tile Circle which was first launched in 2012 with the ideology of selling handcrafted tile to the consumers is currently the world’s leading online tiles store offering a wide range of tile patterns from artists on a global scale.

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Teleopti included in the Magic Quadrant for Contact Center Optimization

teleopti

Stockholm, Nov 27: Teleopti, the global leader in Workforce Management software for contact centers, today announced their inclusion in the 2012 Gartner Magic Quadrant for Contact Center Workforce Optimization. Teleopti WFM is available in 25 languages and can be delivered both as a cloud-based service and as an on-premise software installation through a worldwide reseller network