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


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.

Software Engineering Project Manager


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.

Cloud Operations Engineer (Site Reliability Engineer)


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.

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.

Senior back-end software engineer


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.

Research Scientist/Engineer


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


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.

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?


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.

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 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.”

New Golden Rule: How to Engineer a Better Customer Experience


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.

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


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 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.

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


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

eCommerce SEO: 10 Tips To Search Engine Optimisation Success


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


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

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


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.

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).

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


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!

Top 5 Posts in October

Contact Center Pipeline

Featured call center contact center employee recognition FCR first-contact resolution QA quality assurance social engineering workplace dramaWhat’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week.

Looking at phone fraud and caller authentication in 2019


Otherwise, they’re bound to fall behind evolving social engineering scams. Social engineering will increase. With more personal identifiable information being sold over the dark web, moving forward social engineering will be the leading threats facing call centers. .

The expanding threat of phone fraud


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.

Key customer authentication learnings from 2018


If organizations are compromised, social engineers will have the data they need to have telephone agents reset account passwords en route to taking over legitimate accounts. There may be no greater responsibility for today’s organizations than protecting their customers’ private data.

One size does not fit all


But without validating the call before it reaches an agent, contact centers are vulnerable to advanced social engineering scams that can defeat authentication tools that rely solely on KBA.

Fraud attacks ramp up before the busy holiday shopping season


By launching attacks that lead people to fake websites, crooks can acquire card details and other information to socially engineer organizations.

Are you keeping up with changing holiday trends?


Today, relying on humans to determine the legitimacy of callers takes too much time, is not cost-efficient, and is no longer effective in identifying advanced social engineering scams. There’s no question that the holiday rush is a little maddening.

ZOOM is on a Journey to Native Cloud

Zoom International

Contact Center workforce optimization (WFO) Quality Management call centers customer experience News & Events call recording Software Engineering dev ops cloud computing Technical

Our Journey to Native Cloud - The Monitoring Suite

Zoom International

Operations Support & Services IT Product Management Technical Support Software Engineering Native Cloud

Fraud costs prevailing in mobile transactions


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.

Protecting your call center against compromised data


Advancements in technology continue to pose challenges for contact centers to help ensure that customer data is not compromised or exposed to social engineers. Keeping customer data safe and secure is a top priority for organizations, no doubt.

Neustar and TRUSTID collaboration addresses top call center challenges


Uncategorized authentication solutions Call Center caller authentication contact center customer experience inbound caller engagement KBA knowledge-based authentication Neustar owner-based authentication risk solutions social engineering TRUSTID

Creating stronger authentication outcomes


KBA also puts both your private customer and business data at greater risk of advanced social engineering scams. Your customer data is your contact center’s most valuable asset.

Demystifying multi-factor authentication


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. .

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., […].

Is the phone channel most at risk?


Hickman went on to explain how a fraudster socially engineers call center telephone agents to access accounts.

Securing your call center environment from impersonators


Criminals use the information they’ve collected from individuals through social engineering to manufacture ATM or debit cards to make fraudulent withdrawals and purchases.

Two-factor authentication helps curb innovative phone scams


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.