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
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
Microsoft is doing what Yahoo has struggled to do, in eroding Google’s share in the search engine landscape MORE
A multi-factor authentication process that doesn’t require any personal information from the caller is not susceptible to social engineering. . Retailers know the value of a friendly greeting. . MORE
Microsoft is doing what Yahoo has struggled to do, in eroding Google’s share in the search engine landscape MORE
1 reason why fraud experts and the FFIEC continue to push multi-factor authentication is because if hackers get past one factor, a second layer of authentication can significantly increase an organization’s defense against identity fraud and other social engineering scams. 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
The “SOFiSTiK | 2018 – presentation days” are aimed at entrepreneurs, interested structural engineers, and experienced SOFiSTiK users who want to learn more about the latest developments in construction planning. Engineering and Design BIM Industry Partners MORE
Today, the threat of social engineering makes knowledge-based authentication (KBA) tools dangerous to contact centers, as well as their many customer accounts. There’s several reasons why contact centers focus on IVR (Interactive Voice Response) containment. MORE
It’s time for CMOs to harness the power of search engine marketing to drive tangible results – online and offline 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
Social engineers have proven this time and time again. In a perfect world, when a customer has a question or needs to resolve an issue, they call their bank’s contact center and a live person immediately picks up. MORE
Standalone voice biometric solutions are not enough to authenticate callers, and until now, voice biometric engines have not accounted for voice aging. Pindrop® Passport combines our proprietary Deep Voice biometric engine with Phoneprinting and Toneprinting technologies to provide passive intelligence to authenticate legitimate callers in real-time. Authentication Hacking Identity Phone Fraud Pindrop® Labs Social Engineering 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
If you asked for my opinion on the most important difference between texting and voice, as a communications engineer, I would say that messages don’t ring, and phones do. In a brilliantly simple act of engineering, old fashioned phones (the kind that you find on kitchen walls) ring when called. The challenge for communications engineers is not to add ringing sounds but is instead to have some notion of when conversations start, and when they end. By Thomas Howe – CTO. MORE
As mentioned above, if call centers are only relying on basic challenge questions to identify their customers, they are susceptible to social engineering schemes that can lead to port-out scams. 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
” 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
Social engineers have proven this time and time again. In a perfect world, when a customer has a question or needs to resolve an issue, they call their bank’s contact center and a live person immediately picks up. 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
This can involve a lot of steps, including WAN engineering, IPSec Tunnels with IKE, router deployment, BGP configurations and testing. We couldn’t release a network security blog series without hearing from our partner organization that makes it all possible, 128 Technology. MORE
Much of that information has been compromised and can be obtained through the dark web and social engineering. Optimizing authentication and preventing fraud are hot topics in the industry. MORE
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site MORE
These “secrets” can be easily hacked through social engineering or through the black market. Authentication Bank fraud Consumer Fraud Legislation Phone Fraud Phone Scam Pindrop Pindrop® Labs Privacy Social Engineering MORE
eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site MORE
As mentioned above, if call centers are only relying on basic challenge questions to identify their customers, they are susceptible to social engineering schemes that can lead to port-out scams. MORE
So for Pindrop’s Deep Voice biometric engine – how does gender impact accuracy? Authentication Consumer Fraud Device Security Identity Phone Fraud Phone Scam Social Engineering MORE
Authentication Bank fraud Consumer Fraud Hacking Identity Pindrop Pindrop® Labs Social EngineeringWith convenience on the mind of most consumers, peer to peer payment apps are making it easy to transfer money to friends, family, or acquaintances. The money-transfer market is dominated by Venmo and Paypal, however, Zelle is quickly catching up , offering an alternative that is backed by U.S. financial institutions. 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
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
Ashok Narayanan, an industrial engineering leader in healthcare and travel, joins the senior management of Working Solutions. Narayanan, who holds dual engineering degrees, is an e-commerce pioneer, having been part of the team […]. He’s known for his expertise in transforming complex systems, such as Sabre flight reservations. His work simplified its use for agents industrywide. MORE
Concrete Detailing Detailing Engineering and Design Concrete Reinforcement Revit Structural PrecastNew Precast Content. New Precast families for beams, columns, slabs, and foundations are now available. MORE
86 Once they have the personal or financial data they need, social engineers can use the information to commit a number of different activities across multiple customer channels. By deceiving call center agents by answering standard challenge questions, social engineers can change passwords and the phone number identified with the account. Known spoofed calls can be instantly removed from the telephone system, stopping the social engineers from even talking to a call center agent. 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 other words, these personal nuggets are gold to social engineers. The data is collected by fraudsters to build personal profiles they can sell to other criminals, apply for credit cards, or socially engineer banks to takeover customer accounts. 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
Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Leadership Social Media Videos Brad Cleveland customer access customer experience leadership 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
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.
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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.
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.
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 [.].
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
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.
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.
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.
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!
Brad Cleveland
APRIL 8, 2014
Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Leadership Social Media Videos Brad Cleveland customer access customer experience leadership
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
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.
pindrop
OCTOBER 3, 2018
These “secrets” can be easily hacked through social engineering or through the black market. Authentication Bank fraud Consumer Fraud Legislation Phone Fraud Phone Scam Pindrop Pindrop® Labs Privacy Social Engineering
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
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. .
TRUSTID
AUGUST 4, 2018
1 reason why fraud experts and the FFIEC continue to push multi-factor authentication is because if hackers get past one factor, a second layer of authentication can significantly increase an organization’s defense against identity fraud and other social engineering scams.
TRUSTID
JULY 22, 2018
A multi-factor authentication process that doesn’t require any personal information from the caller is not susceptible to social engineering. . Retailers know the value of a friendly greeting. .
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.
TRUSTID
JUNE 14, 2018
In other words, these personal nuggets are gold to social engineers. The data is collected by fraudsters to build personal profiles they can sell to other criminals, apply for credit cards, or socially engineer banks to takeover customer accounts.
TRUSTID
AUGUST 26, 2018
Today, the threat of social engineering makes knowledge-based authentication (KBA) tools dangerous to contact centers, as well as their many customer accounts. There’s several reasons why contact centers focus on IVR (Interactive Voice Response) containment.
TRUSTID
MARCH 8, 2018
As mentioned above, if call centers are only relying on basic challenge questions to identify their customers, they are susceptible to social engineering schemes that can lead to port-out scams.
Branch Mesenger
OCTOBER 26, 2017
The “SOFiSTiK | 2018 – presentation days” are aimed at entrepreneurs, interested structural engineers, and experienced SOFiSTiK users who want to learn more about the latest developments in construction planning. Engineering and Design BIM Industry Partners
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.
pindrop
AUGUST 29, 2018
So for Pindrop’s Deep Voice biometric engine – how does gender impact accuracy? Authentication Consumer Fraud Device Security Identity Phone Fraud Phone Scam Social Engineering
Revation Systems
JULY 31, 2018
This can involve a lot of steps, including WAN engineering, IPSec Tunnels with IKE, router deployment, BGP configurations and testing. We couldn’t release a network security blog series without hearing from our partner organization that makes it all possible, 128 Technology.
Branch Mesenger
OCTOBER 11, 2017
Concrete Detailing Detailing Engineering and Design Concrete Reinforcement Revit Structural PrecastNew Precast Content. New Precast families for beams, columns, slabs, and foundations are now available.
TRUSTID
MARCH 15, 2018
Social engineers have proven this time and time again. In a perfect world, when a customer has a question or needs to resolve an issue, they call their bank’s contact center and a live person immediately picks up.
TRUSTID
MARCH 8, 2018
As mentioned above, if call centers are only relying on basic challenge questions to identify their customers, they are susceptible to social engineering schemes that can lead to port-out scams.
TRUSTID
MARCH 15, 2018
Social engineers have proven this time and time again. In a perfect world, when a customer has a question or needs to resolve an issue, they call their bank’s contact center and a live person immediately picks up.
pindrop
FEBRUARY 23, 2018
Standalone voice biometric solutions are not enough to authenticate callers, and until now, voice biometric engines have not accounted for voice aging. Pindrop® Passport combines our proprietary Deep Voice biometric engine with Phoneprinting and Toneprinting technologies to provide passive intelligence to authenticate legitimate callers in real-time. Authentication Hacking Identity Phone Fraud Pindrop® Labs Social Engineering
pindrop
AUGUST 24, 2018
Authentication Bank fraud Consumer Fraud Hacking Identity Pindrop Pindrop® Labs Social EngineeringWith convenience on the mind of most consumers, peer to peer payment apps are making it easy to transfer money to friends, family, or acquaintances. The money-transfer market is dominated by Venmo and Paypal, however, Zelle is quickly catching up , offering an alternative that is backed by U.S. financial institutions.
TRUSTID
DECEMBER 21, 2017
Once they have the personal or financial data they need, social engineers can use the information to commit a number of different activities across multiple customer channels. By deceiving call center agents by answering standard challenge questions, social engineers can change passwords and the phone number identified with the account. Known spoofed calls can be instantly removed from the telephone system, stopping the social engineers from even talking to a call center agent.
TEN DIGIT Communications
JULY 12, 2017
If you asked for my opinion on the most important difference between texting and voice, as a communications engineer, I would say that messages don’t ring, and phones do. In a brilliantly simple act of engineering, old fashioned phones (the kind that you find on kitchen walls) ring when called. The challenge for communications engineers is not to add ringing sounds but is instead to have some notion of when conversations start, and when they end. By Thomas Howe – CTO.
Salmat
OCTOBER 9, 2018
Microsoft is doing what Yahoo has struggled to do, in eroding Google’s share in the search engine landscape
Salmat
OCTOBER 9, 2018
Microsoft is doing what Yahoo has struggled to do, in eroding Google’s share in the search engine landscape
Working Solutions
SEPTEMBER 4, 2018
Ashok Narayanan, an industrial engineering leader in healthcare and travel, joins the senior management of Working Solutions. Narayanan, who holds dual engineering degrees, is an e-commerce pioneer, having been part of the team […]. He’s known for his expertise in transforming complex systems, such as Sabre flight reservations. His work simplified its use for agents industrywide.
Contact Center Pipeline
JANUARY 24, 2018
Much of that information has been compromised and can be obtained through the dark web and social engineering. Optimizing authentication and preventing fraud are hot topics in the industry.
Salmat
OCTOBER 9, 2018
It’s time for CMOs to harness the power of search engine marketing to drive tangible results – online and offline
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