CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Fonolo

JANUARY 6, 2022

As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data. It’s easy to get caught up in performance metrics and service levels , but as a call center leader, security should also be at the forefront of your concerns.

Call Center 81

Call Center Accountability Finance Healthcare 81

pindrop

OCTOBER 12, 2021

At the core of this experience is the process of identification which in turn is based on the very foundational element of Knowledge-Based Authentication questions or KBAs. It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. Why is this so? The Future of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

NobelBiz

APRIL 9, 2024

Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Table of Contents What is Call Center Compliance and Why is it Important?

Call Center 104

Call Center Telemarketing Healthcare Government 104

TechSee

MAY 21, 2019

It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. This customer’s emotions will eventually determine their brand loyalty and likelihood of churning.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

AWS Machine Learning

FEBRUARY 10, 2023

However, manual identification of these coverages on a per-play basis is both laborious and difficult because it requires football specialists to carefully inspect the game footage. This post is co-written with Jonathan Jung, Mike Band, Michael Chi, and Thompson Bliss at the National Football League.

Construction 68

Construction Engineering Big data Coaching 68