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

Search Engine Optimization. The Reading Kingdom is a business that offers an online reading plan to help the children in the United States and abroad to learn to read in a fun, easy-to-use and most importantly, with under minimum adult supervision. 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

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. 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

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Search Engine Optimization. City Sports Medicine is a New York located private medical practice company that mostly specializes in all sorts of non-surgical treatments along with consulting and advising on sports medicine related issues. MORE

Search Engine Optimization. Cosmetic and Implant Dentistry bags 30+ years of experience in almost all phases of dental care. It’s twin offices at Hackensack and Fair Lawn, NJ offers a modern infrastructure that utilizes the most up-to-date techniques in laser, implant and cosmetic dentistry. MORE

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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

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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

Search Engine Optimization. 1776 Senior Care offers a personalized (and pocket-friendly) in-home care solutions to meet the demand of each senior’s need. Its service plans include everything from grocery shopping and meal preparation to medication reminders, personal care, and housekeeping. MORE

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. 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

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. 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

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

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

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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

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 MORE

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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

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. 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

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

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. 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

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. MORE