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.

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.

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.

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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

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.

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

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.

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 [.].

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

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

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.

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.

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.

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!

Today’s Contact Center – The Internal Engine that Engages Social Communities

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Leadership Social Media Videos Brad Cleveland customer access customer experience leadership

Top 5 Posts in April

Contact Center Pipeline

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., […].

The expanding threat of phone fraud

TRUSTID

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.

The Future of Voice, Fraud, and the Impact to CX | A Recap

pindrop

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

Fraud costs prevailing in mobile transactions

TRUSTID

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.

Demystifying multi-factor authentication

TRUSTID

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. .

Security Keys a step in the right direction

TRUSTID

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.

The value of a friendly greeting

TRUSTID

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. .

Two-factor authentication helps curb innovative phone scams

TRUSTID

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.

The threat of open information sharing

TRUSTID

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.

How IVR containment saves you money

TRUSTID

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.

Identifying devices to thwart port-out scams

TRUSTID

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.

SOFiSTiK | 2018 – presentation day in London

Branch Mesenger

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

Two-factor authentication helps curb innovative phone scams

TRUSTID

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.

A [Female] Voice of Concern

pindrop

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

Cloud Service Connectivity – The Importance of Network Security: Part Two

Revation Systems

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.

New Structural Content in Revit 2018.2

Branch Mesenger

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.

What customers want

TRUSTID

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.

Identifying devices to thwart port-out scams

TRUSTID

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.

What customers want

TRUSTID

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® Passport | Authentication 101

pindrop

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

Zelle | A direct funds transfer disruptor…What Are You Trading For Convenience?

pindrop

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.

Detecting the various forms of account takeover

TRUSTID

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.

Messaging, Phone Systems, and the Missing Piece

TEN DIGIT Communications

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.

5 Ways Bing is increasing its market share

Salmat

Microsoft is doing what Yahoo has struggled to do, in eroding Google’s share in the search engine landscape

5 Ways Bing is increasing its market share

Salmat

Microsoft is doing what Yahoo has struggled to do, in eroding Google’s share in the search engine landscape

New Technology Strategist Dives Deep for Client Solutions

Working Solutions

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.

Build Your Strategy for Authentication and Fraud Prevention

Contact Center Pipeline

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.

5 Things Marketers Need To Know About SEM & SEO

Salmat

It’s time for CMOs to harness the power of search engine marketing to drive tangible results – online and offline