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

Balancing Customer Experience with Fraud Prevention in the Contact Center

Contact Center Pipeline

Data security call center contact center customer authentication customer data data security fraud prevention identify verification KBA knowledge-based authentication social engineeringCybercriminals exposed 2.8 billion consumer data records in 2018.

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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.

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.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

Skyrocket Cisco Contact Center Efficiency with Artificial Intelligence

Cisco - Contact Center

Enhancing Call Center Efficiency . The Future of Cisco Contact Centers. In the vast majority of cases the first part, let’s say at least 10%-20% of the time, of a call to a Contact Center, is about data collection, name, the reason for calling, service id, etc.

In Case You Missed It: Social Engineering


Last week, Sales Engineers Jay Hart & Dave Dalebroux facilitated an engaging discussion concerning the rise of social engineering, the how and why social engineers are targeting contact centers, and what you can do to address it.

Is Your Contact Center “In the Zone”?

Cisco - Contact Center

What most people don’t know is that the record was years in the making, and almost all instruments were recorded by a single individual – founder and leader, Tom Scholz – who did the project on the side while holding his day job as an engineer at Polaroid.

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.

Innovative contact center trends


New technological improvements are advancing the ecosystems within call centers and business support centers. Due to the ongoing COVID-19 pandemic, customers and businesses alike are more reliant on contact centers than ever to assist when a problem arises.

Contact center customization when it matters most


Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle.

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.

Senior Engineering Manager on a Lifelong Career as a Woman in Tech

NICE inContact

Today’s software engineers are far from stereotypes. Meet Meryl Sonon, Senior Engineering Manager in NICE inContact’s R&D organization. Call Center Best Practices Contact Center Trends & Insights

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.

The future of contact centers


However, many companies have not yet addressed the most basic weaknesses in their contact centers. Thus, the adoption of innovations is limited and engineers and researchers compete in a demotivating internal struggle for access to storage.

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.

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.

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!

Same Tactics, Different Scripts: What Contact Center Fraud Sounds Like in the Age of Coronavirus


Access to personal information leads to validating the data with targeted institution’s own customer services tools, mainly through contact center agents directly, or through the automated interactive voice response systems. . Bank fraud Consumer Fraud Fraud Social Engineering homepag

My Top 5 New Year’s Resolutions for Contact Centers


With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Contact Center Trends

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.

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.

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?

NICE inContact Quality Assurance Engineering Manager on Women in Technology in Bolivia

NICE inContact

Call Center Best Practices Customer Experience Contact Center Trends & Insights

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.

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!

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?

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.

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.

How to Build a Shared Mission in Your Contact Center

Monet Software

In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. What is a Contact Center Mission Anyway? How can the contact center tap into that helping instinct?

3 ways to secure your contact center when working from home


What did 2019 teach us about security in the Contact Center? What to Do to Secure Your Contact Center Now That Agents Are Working From Home? #1 The post 3 ways to secure your contact center when working from home appeared first on Talkdesk

These 8 Technologies Are Transforming the Contact Center

DMG Consulting

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).

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.

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 3 Contact Center Applications That Pay for Themselves

DMG Consulting

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.