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

Contact Center Pipeline

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.

Engineering Smarter Collaboration with Video

ConvergeOne

The stakes are high in engineering. You are tasked with driving innovation, but designs must also perform flawlessly in the real world. Collaboration is critical to the process.

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Why We Created An Engineering Apprentice Program

Guru

Giving First takes many forms , but one that we’re most proud of is creating an engineering apprentice program. One of our core values at Guru is to Give First. While we’ve iterated on our values over time, this one has remained a constant, and for good reason.

In Case You Missed It: Social Engineering

pindrop

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.

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

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.

Quick Principles of Re-engineering a Process in Salesforce

Aria Solutions

Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. their acceptance and see if they really do like the re-engineered process.

Position Vacant: Aspect Telephony Systems Engineer

Call Design

The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. Location. Sydney. The Role.

Position Vacant: Aspect Telephony Systems Engineer

Call Design

The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. Location. Sydney. The Role.

What Your Business Needs to Know About Social Engineering Attacks

Nextiva

A little dose of social engineering would do. The post What Your Business Needs to Know About Social Engineering Attacks appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Even the most secure systems — including blockchains — are prone to breaches. Professional hackers and cyber criminals carry out many of these breaches but you don’t need high-tech skills and equipment to penetrate a computer network.

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.

Contact Center Metrics That Matter

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).

The history of the search engine: from index cards to the AI chatbot

Inbenta

Even those of us old enough to remember a life pre-web struggle to recall how we did our homework, checked for correct spellings or even resisted the urge to ask those questions we wouldn’t dare ask aloud without the relative safety of a search engine like Google.

Social engineering: the manipulation of trust

TRUSTID

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.

Teams Performance is the Engine to Fuel for Greater Results

Integrity Solutions

And teams are the engine that make it all possible. The post Teams Performance is the Engine to Fuel for Greater Results appeared first on Integrity Solutions.

Software Engineering Project Manager

Stratifyd

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.

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

analytics engines. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Five Reasons to Use Your Customer Advocacy Platform as a Prospecting Engine

Influitive

The post Five Reasons to Use Your Customer Advocacy Platform as a Prospecting Engine appeared first on Influitive. Why can’t a customer advocacy platform be used to drive engagement with prospects?

Cloud Operations Engineer (Site Reliability Engineer)

Stratifyd

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.

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. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc.

Call Center Fraudsters | Voice Morphing, Social Engineering, and the Need for Authentication

pindrop

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.

Senior back-end software engineer

Stratifyd

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.

Backend Software Engineer

Stratifyd

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”.

Research Scientist/Engineer

Stratifyd

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.

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. They are caught within a […]. Customer Intelligence call center contact center CRM customer intelligence customer relationship management ROI value proposition visibility

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding.

What Is Knowledge Engineering and Why Do I Need It for Chatbot Development?

Aspect

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.

Meet the Gaugies: Director of Software Engineering Antony Laycock

CustomerGauge

Antony Laycock is CustomerGauge’s Director of Software Engineering. He was excited to share about the great developments our Engineering team has been making and what it’s like working in the beautiful Amsterdam office! The post Meet the Gaugies: Director of Software Engineering Antony Laycock appeared first on CustomerGauge. He has 25+ years of professional experience and has been in his current position with CustomerGauge for over a year.

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

NICE inContact

NICE inContact is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact.

Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything!

ijgolding

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!

Watch Jeanne Bliss’s webinar: Build Your Customer-Driven Growth Engine

Kayako

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.

The Future of VoC Actionable Insights: Assistance Engines

Customer Experience Matters

” 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.”

Time for a New Network Engine: Start Running on a Software-Defined Network

Avaya

to be able to tune up an engine to get it run well. Engines have progressed a long way since the 70s. Engine was rated at 170 HP and got 12 MPG on a good day. Modern engines are a marvel of computer technology. I grew up on a wheat farm in the 70s.

My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions

Avaya

The post My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions appeared first on Avaya Connected Blog. Recently I spent three days in New York City, and they were easily the best three days of my career.

New Golden Rule: How to Engineer a Better Customer Experience

SharpenCX

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 [.].

How Best Buy’s Bet on ‘Employee First’ Helped Engineer a Turnaround

Branch Mesenger

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.

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.

Ahead of Summit: A chat with ForeSee VP of Engineering on the future of CX tech

ForeSee

Ahead of the annual ForeSee Summit next week, I sat down with VP of Engineering and Operations Kaj van de Loo to chat about what’s to to expect at Summit, as well as the future of CX and VOC technology.

New Golden Rule: A Practical Guide to Customer Service Experience Engineering

SharpenCX

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.

How A.I. Will Re-engineer Jobs – a view from the customer experience, voice landscape

Talkdesk

Will Re-engineer Jobs – a view from the customer experience, voice landscape appeared first on Talkdesk. Context: Artificial Intelligence (AI) powered services are often misconstrued and thought of as a mechanism for replacing existing jobs. The truth is, AI is more of an enabler to automate and solve critical business issues.

eCommerce SEO: 10 Tips To Search Engine Optimisation Success

Salmat

eCommerce is booming in Australia. How exactly should an online marketer utilise SEO to sustain growth and traffic to an eCommerce site