Are You Protected? Why Every Contact Center Needs Social Engineering Training

Contact Center Pipeline

Imagine there is an angry customer calling your contact center. Data security agent training call center compliance contact center customer privacy cyberfraud cybersecurity protocols data security social engineering

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. They need to be able to define declaratively what they want to search for in the call center.

Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines

Contact Center Pipeline

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the singular source of raw currency and customer intelligence in the digital age. Yet customers are impacted by the resistance to operational investment in the contact center. Customer Intelligence call center contact center CRM customer intelligence customer relationship management ROI value proposition visibility

5 Ways Tomorrow's Contact Center Will Deliver Value

Call Center Weekly

Contact centers played a vital role in bringing your organization to this paradise, but will they still relevant? This article explores the contribution of contact centers towards the end of an organization's customer experience journey.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights. Often overlooked, the contact center provides. CUSTOMER, THE CONTACT. invaluable resource, transforming the contact.

Computer Vision AI: The Secret Ingredient for Contact Centers


Today’s contact centers face a daunting challenge. Computer Vision AI – Reinventing the Contact Center. Live video calls through which contact center agents assist customers with their issues is the perfect environment for computer vision to demonstrate its worth.

Social engineering: the manipulation of trust


The threat of social engineering casts a wide net, as today’s professional attackers are online, on the phone, and are even standing directly across the counter from bank tellers. Conduct social engineering training to assess your team’s overall risk.

Breakthrough AI engine automates strategic planning!

Waterfield Technologies

The post Breakthrough AI engine automates strategic planning! Blog AI Engine Contact Center Strategic PlanningRemember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the […]. appeared first on Waterfield Technologies.

The Artificial Intelligence Journey in Contact Centers

Cisco - Contact Center

” AI in the Contact Center. The interesting piece, which leading players such as Cisco ( Cognitive Collaboration Solutions ) will be able to turn into an advantage for their Contact Center architecture , is related to the way Google Duplex works.

Is your chatbot contact center smart?

Call Center Coach

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart?

Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). How to move beyond effort using Customer Engagement Score, Customer Growth Engine and more to develop a CX dashboard.

SUPER AGENT – Saving the contact center with AI


Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. This contact center needs help fast!

Contact Center Industry Stats – Contact Center Channels

Taylor Reach Group

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact Statistics related to the various technologies within the Call Center. 85% of organizations anticipate contacts will become more complex in the next 2 years (Deloitte). of Contact Centers.

Turning your contact center into an insight center


Tim told the story of how Lutron has used Tethr to transform its service organization from a department that provides great service to its customers into an insight center — one that provides great service to customers and critical insights to internal and external business partners.

Top 4 Reasons Why Call Recording is Critical to Contact Center Success

NICE inContact

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. For many contact center recording is not a matter of choice due to industry regulations, while others record for quality, analytics, and coaching purposes.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. The contact center is the one.

SUPER AGENT – Saving the contact center with AI


Take a peek into the latest issue of Super-Agent and see how he is using Artificial Intelligence to save the contact center: There is pandemonium at the Contact Center. This contact center needs help fast!

Is Omnichannel Language Support in your Contact Center Strategy?

Call Center Coach

In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Learn why omnichannel language support is needed in your contact center. Engineering and science too. appeared first on Call Center Coach.

The 5 Keys to Assuring Your Contact Center Cloud Migration


More and more of Cyara’s customers around the world are moving their contact centers to the cloud. This is because the underlying engine that gathers data and analytics about your customers is a single system rather than disparate systems that aren’t able to communicate with each other.

RFP Questions to Ask About AI in the Contact Center


And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions?

Video Snack-Pack: Contact Center and Customer Service Leaders


Last month’s Enterprise Connect conference was Amy’s debut appearance as part of the Cisco Collaboration team (the division that includes their call center business). Five9 CEO Rowan Trollope on Why the Call Center is Exciting Right Now. Call Center Panel from Enterprise Connect.

Efficiency vs. Automation: Effectively Implementing Contact Center AI


AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing that effective AI can transform the performance of their contact center.

Top contact center authentication stories of 2017


Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. Investing in your contact center — Nothing is more important to the success of your contact center than the service you provide to your customers.

These 8 Technologies Are Transforming the Contact Center


These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Cloud-based contact center infrastructure (ACDs and dialers).

The 3 Contact Center Applications That Pay for Themselves


The 3 Contact Center Applications That Pay for Themselves. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. The best contact center investments are those that contribute to cost reduction, productivity improvements, and a great customer experience. There are three emerging contact center technologies that can deliver all of these benefits.

4 Tips for Using Slack to Improve Contact Center Communication

Customer Service Life

But in my context, it was contact center agents casting a wide net by instant messaging multiple supervisors and managers on duty for help with an issue. The most common use for Slack in contact centers is as an escalation channel for frontline agents.

Cloud Contact Center Architecture: Why Microservices Matter


The ability of your business to create better customer experiences and thrive is dependent on whether your contact center can change quickly, innovate easily and meet your customers wherever they demand it—which positions your business to stand apart from the competition.

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

NICE inContact

Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. That second agent will of course also need access to the contact history. Your first contact resolution rates will increase, and so should your customer satisfaction.

Changing Your Contact Center? It All Starts With Your Agents’ “Step by Step”

Cisco - Contact Center

Your contact center agents’ journey plays a critical role in customer experience. This is no different in a contact center. Most likely, the French state railway train conductors and engineers would have caught the problem immediately.

Avoid These Roadblocks to Achieve a High Performing Contact Center

NICE inContact

inView™ is a revolutionary performance management system engineered by call centers for call centers. Learn how inView™ can drive agent engagement and visibility into your contact center. Every day we go to work with the objective of helping our companies improve.

Don’t Let Your Contact Center Fall Into the Complexity Trap

Cisco - Contact Center

Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers ? Like the medication industry, contact centers offer consumers unlimited choices on how to connect, and numerous ways to choose their destination in the hopes they’ve covered all bases.

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

NICE inContact

Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. That second agent will of course also need access to the contact history. Your first contact resolution rates will increase, and so should your customer satisfaction.

Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. to right-size your contact center.

Protecting Customer Data, Part 2: Top Internal Security Risk—Human Error

Contact Center Pipeline

Data security call center contact center data security social engineeringData protection systems and tools that are currently on the market offer robust protection against external cyber threats. For most businesses, though, the most significant security risk to a company’s data or systems comes from within—human error. Most (84%) C-suite leaders and just over half (51%) of small business owners cited employee negligence as their […].

Top Trends Affecting Contact Centers and the Customer Experience They Deliver

Taylor Reach Group

Below are what I believe are the top trends that will impact contact centers and customer facing organizations. For contact centers and customer interactions it is a very positive tool. By Colin Taylor.

How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume). How do contact center leaders become more customer-experience focused?

Top 5 Posts in October

Contact Center Pipeline

Featured call center contact center employee recognition FCR first-contact resolution QA quality assurance social engineering workplace dramaWhat’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Contact Rate.

The Talkdesk Advantage: Smart Contact Center Innovation


In the contact center industry, Talkdesk is one of the newest players. When Talkdesk was founded, it was the first 100% web-based contact center software, which was a startling achievement at the time. Call Center

Group Effort: Introducing Fonolo’s LinkedIn Group, “Contact Center Best Practices for the Real World”


The changes they hinted at included: a) optimizing the search engine to more easily hone in on the most relevant groups to your brand; and b) the ability to share video and other mixed media (a nod to the ever-evolving digital era, to be sure). Annual news roundups on call center earnings.