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.

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.”

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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.

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

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.

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.

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.

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.

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.

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

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.

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.

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.

Maximize Contact Center Impact and Value

Brad Cleveland

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value.

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.

How pre-answered caller authentication helps prevent telephone bank fraud

TRUSTID

What I mean by this is when banking customers place a call into a contact center, the very act of answering the telephone sets the stage for criminals to start their elaborate social engineering schemes. Non-predictive authentication: Because personally identifiable information (PII) is used to socially engineer banks, it is not predictive for positively identifying customers calling into a contact center. Prevention vs. clean up.

Real-time telephone authentication needed to identify risky in-bound calls

TRUSTID

The way criminals scam bank phone representatives typically comes in the form of social engineering. ANI Spoofing Call Center Caller ID Spoofing ANI bank channels bank customer service bank fraud call center fraud customer authentication customer identity KBA knowledge-based authentication Physical Caller Authentication social engineering telephone channel TRUSTID

Inside View: Valvoline

Contact Center Pipeline

It has often been said that motor oil is the lifeblood of an automobile engine.

"Follow the Leader", Featuring Jeremy Watkin

Call Center Weekly

The next time you need to approach engineering to fix a bug, or work with marketing to improve their messaging, or get approval from finance to purchase a new piece of customer engagement technology, you’ll be glad you did the relational work up front.

Transcription in noisy call centers

SoliCall

Even the most advanced analytics and speech-to-text engines might have some capability to disregard non-human noises but they cannot disregard voices of other people. As a result, the output of the analytic engines can be misleading.

New in Live Assist™ for Microsoft Dynamics 365: Chatbots, Mobile Support and More!

CafeX

This week was exciting for CaféX, as we announced Cosmos, the latest release of Live Assist for Microsoft Dynamics 365, the only omnichannel solution for Dynamics 365 co-engineered with and endorsed by Microsoft.

How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

I have been in my current position since 2007 as a second and third-level Systems Support Engineer providing technical support for Intel's world-wide Process Control Systems infrastructure. By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g.

Machine Learning or Linguistic Rules: Two Approaches to Building a Chatbot

Aspect

A machine learning (ML) engine, based on neural networks, looks at a pattern (say, a text message) and maps it to a concept such as the semantics, or the intent of the customer sending the message.

The New Era of Customer Relationships: Are You Ready?

Brad Cleveland

Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions. We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready?

Bank Innovation 2018: Chatbots, Fintech & Customers — Oh My

Revation Systems

Visit with the Revation team at Booth #3 to learn more about our new chatbot engine “Reva,” which uses lite artificial intelligence (AI) to enhance the banking customer experience.

History’s Most Powerful Consumer Movement?

Brad Cleveland

Studies suggest that the vast majority of consumers now use search engines and sites such as the [link] to review the comments of other customers before making brand or product decisions. Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. And bad customer experiences – even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Customer Service Brad Cleveland ICMI zappos.com

Five Great Stories About Purpose From AARP

Customer Experience Matters

Here are the five winners, I urge you to read the links to each of their stories: Cynthia Barnett, founder and CEO, Amazing Girls Science Retired high school administrator Barnett was disappointed to see girls losing interest in science, technology, engineering and math (STEM), so she created Amazing Read More. As you hopefully already know, Temkin Group has labeled 2017, The Year of Purpose. We want to raise awareness to the relatively untapped power of purpose.

Imagine if Every Company had a Chief Customer Officer

Beyond Philosophy

We were working with a utility company where the cost of processing the call was $3, and the cost of sending out an engineer to fix a problem was $15. The call center would handle a request quickly and dispatch the engineer.

Best Practice Number Three: Avoid Silo Channels

inContact

Especially when talking about AI, the theory is that a silo approach requires training and retraining multiple, separate AI engines, which can take lots of time and even more money.

Guess Who? They Know everything!

Beyond Philosophy

However, those fears are assuaged when the search engine is open before us, full of answers. Moreover, lying to the search engine is pointless; we must tell the truth to get the information we need. Find out what Google knows and your Customers won’t tell you: Economists hate surveys.

Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster

Etech

NASA is a paragon of science and engineering. Following this disaster, it was discovered that managers systemically ignored warnings from engineers and pushed forward with the mission, resulting in an unthinkable tragedy that will not soon be forgotten.

Customer Experience Transformation Through Proactive Engagement

ClearAction

In the early days, we used to engineer a product and then say: that’s marketing’s problem, let them go to market, then we’d sell it, then we’d service it. Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker.

Advanced Speech Recognition Tuning in Via CX

Aspect

Going beyond these web-based tools, Aspect also provides access to specific speech tuning tools for the speech recognition engines deployed with Via. When talking to IVR applications, the caller experience very much depends on the quality of automated speech recognition (ASR).

Accueil: Where and How Does Humanity Impact Customer Experience?

Beyond Philosophy

Create experiences that are proactively human-engineered. Within customer-related processes, experiences need to be designed, engineered, or re-engineered, so that authentic humanity is built in. It is employees who are the real, flexible experience engineers.

Amazing Business Radio: Jamie Edwards

ShepHyken

Customer service engineering needs to be the top priority.” – Jamie Edwards. Grow Sales, Revenue, and Customer Loyalty While Improving the Customer Experience. How can you create a better online support experience for your customers?

Are Telecoms The World’s Worst At Customer Experience?

Beyond Philosophy

We have had four or five Virgin Media engineers to the house in England to solve the same problem. The Brighthouse/Spectrum customer service representative told me an engineer was scheduled to see me the next day. So, I phoned them the next day to see when the engineer might arrive.

The New Call Center Era – What Just Happened?

Fonolo

In other words, the difficulty of software engineering around voice was a constraint on innovation in call centers. Engineers with those skills are limited and companies with the capital and appetite to build-from-scratch are scarce.)