Thu.Feb 13, 2020

Balancing Customer Experience with Fraud Prevention in the Contact Center

Contact Center Pipeline

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking data such as drivers’ license numbers and account numbers, and filling in the gaps with information from social media and other sources.

Improving customer experience with a virtual agent


“81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is answering calls when your contact center is closed?

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Customer Contact Week: Just How Do You Drive Seamless Digital Engagement Anyway?

bold360 Blog

I’ve just returned from Nashville where LogMeIn was a sponsor at Customer Contact Week – a multi-day event focused on customer-centric best practices and transformative ideas in service.

5 Great Customer Experience Automation Cases


Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

60+ Customer Loyalty Statistics for 2020

ProProfs Blog

“What can help me get committed and loyal customers?”. A question that every business is seeking an answer to. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, .

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More Trending

Spotlight on Natural Language Generation - Next Wave in AI Speech

Jon Arnold

Natural Language Generation is pretty new for me, but it fits squarely into my coverage for all things AI, voice and collaboration. My entree has been through Arria NLG , one of the leading players in this space, and they sure are doing some interesting things.

Trial and error: experiments in engagement


Workforce engagement is a buzzword. And like all good buzzwords, there’s a lot of hype around it, but something really valuable at the heart of it too.


Flowchart: Is your best customer service option self-service?

TELUS International

Customer Service Channels

Reduce call center agent churn with these tips


You take a chance on an employee, invest money to bring them up to speed, give them hours of your time and watch them transform into a skilled worker. After a few months, the employee in question cleans out their desk and heads toward a new opportunity. Sound familiar?

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Why You Need a Customer Experience Vision

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to and affiliated sites. There's some confusion between customer service and experience.

All Aboard! Cyara's Agile Release Train (ART) Has Left the Station


Well, for me 2020 has started with a bang! Since the new year, I’ve joined the Cyara team as Vice President of Engineering in Melbourne, and it’s been incredibly inspiring to get on board at this time in the company.

Future of Work Expo - Day 1 Photos

Jon Arnold

However fast I was running at last week’s events, I’m somehow going faster here in Ft. Lauderdale. Our Future of Work sessions have been solid, attendance has been strong, and lots of good questions.


What Can a Digital First Contact Center do for Customer Experience?

NICE inContact

Mike Bowman, Director of Operations for Educational Computer Systems Inc (ECSI) experienced his customer base (largely made up of students with loans) specifically telling him that they didn’t want to speak to agents, which led to him deploying an omnichannel contact center.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Can a Flexible Workplace Still Get Things Done?

Monet Software

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. Inhabiting one persona, managers strive to make employees happy, adapting to their needs and requests.

Why Ansafone is a National Call Center


Call centers are the main point of contact between your business and your buyers. An effective call center can generate sales, acquire new business, educate customers, and improve satisfaction.

Ten Ways to Supercharge Your Customer Service

CSM Magazine

Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. Give a warm welcome.

6 Reasons you need to start Tracking Chat Conversions


Would you rather text your friends or call them? How about someone you don’t know? Most people prefer the convenience of texting, and the same is true for consumers. 57% of consumers prefer live chat as a communication method with businesses.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

5 Ways to Use Contact Center Data for Improved CX


How to Use Customer Data to Optimize CX: Digital Channels Can Help You Map the Journey We know that harvesting customer data and feedback can help you be more anticipatory of your customer’s needs. And being more anticipatory will help to expand rather than constrict your customer service abilities.

CXNext Live: How to Change When Change is Hard

bold360 Blog

If we’re being honest, everyone has a difficult time adapting to change. Many companies struggle to transform their customer experience approach without running into issues associated with these big changes. Today we sat down with Gary Magenta, Chief Change Architect at Root Inc.,

Why Automated Testing Is Worth the Investment

CSM Magazine

I would argue that testing and quality assurance has the largest ROI of any other process in the software development lifecycle. It might not have a direct impact on increasing your bottom line, but without it you might not have a bottom line to speak of.

Forward Calls to Another Phone as Your Backup


In our previous blog about Call Forwarding for Daily Use , we discussed how VirtualPBX Phone Plans can forward all your calls to your smartphone. But what if you only want to forward calls to another phone when your primary phone is unavailable ? This is what we call “failover.”

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

ZOOM Employee Spotlight - Mitch Sharma

Zoom International



Building a Resilient Call Center with Disaster Recovery


No one ever truly plans for disaster. Sure, you can prepare for the worst, but foreseeing the future and the potential for things to go wrong? That’s just not something we can do at this point in history.

AI IRL Podcast Episode 49: Using AI for Mid-Funnel Customer Responses

bold360 Blog

Subscribe via iTunes , Spotify and more. Responding to high-quality leads who raise their hand and are ready to buy is the icing on the sales cake.

4 Ways To Be Humble in Your Day-to-Day


Practicing being humble helps you deal with tickets, lead conversations, but also in life generally. A lot of people mistake humility as the act of putting yourself behind everyone else. It’s often misconceived as stepping up for the team and letting your own expectations or goals slightly lapse.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Digital Transformation for CSPs


It’s no surprise that when customers are reaching out to a company, it’s not usually to tell them that everything is going well.

Caring for more hearts


Every February, health associations recognize American Heart Month and dedicate resources and efforts to raising awareness for heart health and the prevention of heart disease. There is, of course, too much at stake to not take a moment to educate ourselves on the impact of this disease.

Identifying the Right Agents and Reducing Turnover