INDUSTRY INSIGHTS YOUR PEERS ARE READING
The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding. MORE
Hickman went on to explain how a fraudster socially engineers call center telephone agents to access accounts. MORE
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. MORE
Otherwise, they’re bound to fall behind evolving social engineering scams. Social engineering will increase. With more personal identifiable information being sold over the dark web, moving forward social engineering will be the leading threats facing call centers. . MORE
Advancements in technology continue to pose challenges for contact centers to help ensure that customer data is not compromised or exposed to social engineers. Keeping customer data safe and secure is a top priority for organizations, no doubt. MORE
Today’s social engineers are smart, sophisticated and highly innovative. While this type of phone fraud isn’t new, it does show how innovative social engineers can be when it comes to leveraging existing technology such as Caller ID spoofing tools to defraud banks and businesses. MORE
It also has to be engineered to fit different purposes and contexts. However, some general principles for developing bots need to be considered, whether using knowledge engineering or not. The question of when and how to use knowledge engineering can impact each of these steps. MORE
The post New Golden Rule: How to Engineer a Better Customer Experience appeared first on Sharpen Contact Center Software. If incorporating positive emotion into a great customer experience isn’t at the core of your customer service philosophy, it’s time to recalibrate. How a customer feels about each interaction with your company is the most powerful indicator of customer loyalty. According to research out of the Temkin Group, customers who have a positive emotional experience [.]. MORE
As a Senior Back-End Software Engineer with Stratifyd, Inc. you will be work collaboratively with a talented group of engineers, designers, and product managers to create a functional seamless experience for the end-user. Ability to mentor and coach junior-level engineers. MORE
How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down silos. MORE
In the ever-changing world of American retail and big-box stores, few brands have bounced back better than Best Buy. And, they’ve been doing it with a significant investment in one of the most important assets: their employees. Investing In Your Greatest Asset. In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement. MORE
Without multi-factor authentication, contact centers will remain at risk of social engineering and other advanced telephone fraud scams. What continues to puzzle me is how multi-factor authentication is still a mystery to most. . MORE
Today, relying on humans to determine the legitimacy of callers takes too much time, is not cost-efficient, and is no longer effective in identifying advanced social engineering scams. There’s no question that the holiday rush is a little maddening. MORE
Contact Center workforce optimization (WFO) Quality Management call centers customer experience News & Events call recording Software Engineering dev ops cloud computing Technical MORE
Additionally, social engineering is often added into a fraudster’s mix of techniques as a tactic to help them get around call center agent procedures. In addition to voice morphing, Mr. and Mrs. Smith utilized social engineering – one of the simplest yet most effective fraudster tactics. MORE
How it impacts banks, hospitals, utilities or government agencies may differ, but one thing’s for sure, social engineering over the telephone is a real threat to any organization operating today. MORE
We are seeking a dynamic team player with an entrepreneurial spirit, curiosity and passion for engineering and the ability to excel in a fast-paced environment to help us build our brand and provide add value. As a Cloud Operations Engineer (Site Reliability Engineer) with Stratifyd, Inc. The Cloud Operations Engineer is able to contribute to solving problems and creating solutions that help us design exciting new technologies that meet our customer needs. MORE
” During that session, I discussed a missing link in today’s VoC technology: Assistance Engines. Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The post The Future of VoC Actionable Insights: Assistance Engines appeared first on Customer Experience Matters®. Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” MORE
Uncategorized authentication solutions Call Center caller authentication contact center customer experience inbound caller engagement KBA knowledge-based authentication Neustar owner-based authentication risk solutions social engineering TRUSTID MORE
As a Software Engineering Project Manager with Stratifyd, Inc. you will work closely with the product and core engineering teams to extend our best in business Customer Analytics platform by successfully managing relationships with key stakeholders and ensuring timely delivery of projects. MORE
If companies want to be successful in navigating today’s corporate terrain, we need to focus more on engineering the customer service experience. The post New Golden Rule: A Practical Guide to Customer Service Experience Engineering appeared first on Sharpen Contact Center Software. Customers expect every interaction is the best experience they’ll have with any given company. The challenge is, however, that even though it’s a priority, most companies are failing. MORE
By launching attacks that lead people to fake websites, crooks can acquire card details and other information to socially engineer organizations. MORE
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site MORE
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site MORE
But without validating the call before it reaches an agent, contact centers are vulnerable to advanced social engineering scams that can defeat authentication tools that rely solely on KBA. MORE
Operations Support & Services IT Product Management Technical Support Software Engineering Native Cloud MORE
KBA also puts both your private customer and business data at greater risk of advanced social engineering scams. Your customer data is your contact center’s most valuable asset. MORE
Data security agent training call center compliance contact center customer privacy cyberfraud cybersecurity protocols data security social engineeringImagine there is an angry customer calling your contact center. They threaten to cancel their service. MORE
When they explained why it was just ‘ok’ it brought to life yet another example of trying to ‘over-engineer’ the Customer Experience. The post Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything! MORE
If organizations are compromised, social engineers will have the data they need to have telephone agents reset account passwords en route to taking over legitimate accounts. There may be no greater responsibility for today’s organizations than protecting their customers’ private data. MORE
Open Minded and Self-Motivated Research Scientist/Engineer. Job Description. Product & Publication Track. Designing models for various business intelligence tasks including but not limited in: Numerical and Text Data Regression/Classification. Opinion mining, Sentiment Analysis, User profiling. Topic Modeling, Trend Detection, Time Series Analysis. QA or Information-Seeking System. Recommendation System. Deploying models on stratifyd’s business analytics platform. MORE
We’re looking for a Backend Software Engineer who is passionate about technology, has experience building scalable and robust solutions and can help set the direction of our framework/platform. You will work with a talented group of engineers, designers and product managers and enable them to build new and innovative features for our AI platform. Submit resumes to engineering-jobs@stratifyd.com please include in the subject line “Backend Software Engineer”. MORE
As the financial sector continues to see increases of mobile transactions, Kimberly Sutherland, LexisNexis Risk Solutions senior director of fraud and identity management, said financial institutions that perform remote transactions are at greater risk of social engineering attacks. MORE
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. They are caught within a […]. Customer Intelligence call center contact center CRM customer intelligence customer relationship management ROI value proposition visibility MORE
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. MORE
Criminals use the information they’ve collected from individuals through social engineering to manufacture ATM or debit cards to make fraudulent withdrawals and purchases. MORE
Featured agent attrition agent turnover call center contact center leadership social engineeringEmployee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two of the most-read blog posts in April were about how to deal with contact center agent turnover. Other top topics included insights on how to answer the toughest interview question (i.e., […]. MORE
Engineering Related Topics Contact Center Pipeline
MARCH 8, 2018
Data security agent training call center compliance contact center customer privacy cyberfraud cybersecurity protocols data security social engineeringImagine there is an angry customer calling your contact center. They threaten to cancel their service.
TRUSTID
OCTOBER 7, 2018
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.
Stratifyd
DECEMBER 11, 2018
As a Software Engineering Project Manager with Stratifyd, Inc. you will work closely with the product and core engineering teams to extend our best in business Customer Analytics platform by successfully managing relationships with key stakeholders and ensuring timely delivery of projects.
Stratifyd
DECEMBER 11, 2018
We are seeking a dynamic team player with an entrepreneurial spirit, curiosity and passion for engineering and the ability to excel in a fast-paced environment to help us build our brand and provide add value. As a Cloud Operations Engineer (Site Reliability Engineer) with Stratifyd, Inc. The Cloud Operations Engineer is able to contribute to solving problems and creating solutions that help us design exciting new technologies that meet our customer needs.
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engine and instead rely heavily on structured dialog. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer.
Stratifyd
JANUARY 3, 2019
As a Senior Back-End Software Engineer with Stratifyd, Inc. you will be work collaboratively with a talented group of engineers, designers, and product managers to create a functional seamless experience for the end-user. Ability to mentor and coach junior-level engineers.
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Stratifyd
SEPTEMBER 12, 2018
Open Minded and Self-Motivated Research Scientist/Engineer. Job Description. Product & Publication Track. Designing models for various business intelligence tasks including but not limited in: Numerical and Text Data Regression/Classification. Opinion mining, Sentiment Analysis, User profiling. Topic Modeling, Trend Detection, Time Series Analysis. QA or Information-Seeking System. Recommendation System. Deploying models on stratifyd’s business analytics platform.
pindrop
MAY 23, 2018
Additionally, social engineering is often added into a fraudster’s mix of techniques as a tactic to help them get around call center agent procedures. In addition to voice morphing, Mr. and Mrs. Smith utilized social engineering – one of the simplest yet most effective fraudster tactics.
Contact Center Pipeline
MAY 10, 2018
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. They are caught within a […]. Customer Intelligence call center contact center CRM customer intelligence customer relationship management ROI value proposition visibility
Aspect
MAY 2, 2018
It also has to be engineered to fit different purposes and contexts. However, some general principles for developing bots need to be considered, whether using knowledge engineering or not. The question of when and how to use knowledge engineering can impact each of these steps.
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analytics engines. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
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Customer Experience Matters
MAY 17, 2018
” During that session, I discussed a missing link in today’s VoC technology: Assistance Engines. Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The post The Future of VoC Actionable Insights: Assistance Engines appeared first on Customer Experience Matters®. Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.”
SharpenCX
JULY 10, 2018
The post New Golden Rule: How to Engineer a Better Customer Experience appeared first on Sharpen Contact Center Software. If incorporating positive emotion into a great customer experience isn’t at the core of your customer service philosophy, it’s time to recalibrate. How a customer feels about each interaction with your company is the most powerful indicator of customer loyalty. According to research out of the Temkin Group, customers who have a positive emotional experience [.].
Branch Mesenger
MAY 2, 2018
In the ever-changing world of American retail and big-box stores, few brands have bounced back better than Best Buy. And, they’ve been doing it with a significant investment in one of the most important assets: their employees. Investing In Your Greatest Asset. In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement.
Kayako
AUGUST 7, 2015
How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down silos.
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engines that harness. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.
ijgolding
JUNE 16, 2015
The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding.
Salmat
OCTOBER 9, 2018
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site
Salmat
OCTOBER 9, 2018
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site
SharpenCX
JULY 17, 2018
If companies want to be successful in navigating today’s corporate terrain, we need to focus more on engineering the customer service experience. The post New Golden Rule: A Practical Guide to Customer Service Experience Engineering appeared first on Sharpen Contact Center Software. Customers expect every interaction is the best experience they’ll have with any given company. The challenge is, however, that even though it’s a priority, most companies are failing.
Speaker: Nate Brown, Co-Founder, CX Accelerator
How to move beyond effort using Customer Engagement Score, Customer Growth Engine and more to develop a CX dashboard. The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX).
ijgolding
JUNE 7, 2016
When they explained why it was just ‘ok’ it brought to life yet another example of trying to ‘over-engineer’ the Customer Experience. The post Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything!
Contact Center Pipeline
OCTOBER 31, 2018
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.
TRUSTID
DECEMBER 23, 2018
Otherwise, they’re bound to fall behind evolving social engineering scams. Social engineering will increase. With more personal identifiable information being sold over the dark web, moving forward social engineering will be the leading threats facing call centers. .
TRUSTID
SEPTEMBER 9, 2018
How it impacts banks, hospitals, utilities or government agencies may differ, but one thing’s for sure, social engineering over the telephone is a real threat to any organization operating today.
TRUSTID
DECEMBER 16, 2018
If organizations are compromised, social engineers will have the data they need to have telephone agents reset account passwords en route to taking over legitimate accounts. There may be no greater responsibility for today’s organizations than protecting their customers’ private data.
TRUSTID
DECEMBER 10, 2018
But without validating the call before it reaches an agent, contact centers are vulnerable to advanced social engineering scams that can defeat authentication tools that rely solely on KBA.
TRUSTID
NOVEMBER 18, 2018
By launching attacks that lead people to fake websites, crooks can acquire card details and other information to socially engineer organizations.
TRUSTID
NOVEMBER 25, 2018
Today, relying on humans to determine the legitimacy of callers takes too much time, is not cost-efficient, and is no longer effective in identifying advanced social engineering scams. There’s no question that the holiday rush is a little maddening.
Zoom International
NOVEMBER 20, 2018
Contact Center workforce optimization (WFO) Quality Management call centers customer experience News & Events call recording Software Engineering dev ops cloud computing Technical
Zoom International
JANUARY 28, 2019
Operations Support & Services IT Product Management Technical Support Software Engineering Native Cloud
TRUSTID
SEPTEMBER 30, 2018
As the financial sector continues to see increases of mobile transactions, Kimberly Sutherland, LexisNexis Risk Solutions senior director of fraud and identity management, said financial institutions that perform remote transactions are at greater risk of social engineering attacks.
TRUSTID
JANUARY 6, 2019
Advancements in technology continue to pose challenges for contact centers to help ensure that customer data is not compromised or exposed to social engineers. Keeping customer data safe and secure is a top priority for organizations, no doubt.
TRUSTID
DECEMBER 2, 2018
Uncategorized authentication solutions Call Center caller authentication contact center customer experience inbound caller engagement KBA knowledge-based authentication Neustar owner-based authentication risk solutions social engineering TRUSTID
TRUSTID
JANUARY 14, 2019
KBA also puts both your private customer and business data at greater risk of advanced social engineering scams. Your customer data is your contact center’s most valuable asset.
TRUSTID
JULY 15, 2018
Without multi-factor authentication, contact centers will remain at risk of social engineering and other advanced telephone fraud scams. What continues to puzzle me is how multi-factor authentication is still a mystery to most. .
Contact Center Pipeline
APRIL 27, 2018
Featured agent attrition agent turnover call center contact center leadership social engineeringEmployee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two of the most-read blog posts in April were about how to deal with contact center agent turnover. Other top topics included insights on how to answer the toughest interview question (i.e., […].
TRUSTID
OCTOBER 28, 2018
Hickman went on to explain how a fraudster socially engineers call center telephone agents to access accounts.
TRUSTID
NOVEMBER 4, 2018
Criminals use the information they’ve collected from individuals through social engineering to manufacture ATM or debit cards to make fraudulent withdrawals and purchases.
TRUSTID
MARCH 1, 2018
Today’s social engineers are smart, sophisticated and highly innovative. While this type of phone fraud isn’t new, it does show how innovative social engineers can be when it comes to leveraging existing technology such as Caller ID spoofing tools to defraud banks and businesses.
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