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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.

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.

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!

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.

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

Are you keeping up with changing holiday trends?

TRUSTID

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.

Fraud attacks ramp up before the busy holiday shopping season

TRUSTID

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

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

Neustar and TRUSTID collaboration addresses top call center challenges

TRUSTID

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

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.

Securing your call center environment from impersonators

TRUSTID

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

Is the phone channel most at risk?

TRUSTID

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

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. .

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., […].

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.

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.

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.

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. .

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.

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

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.

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.

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.

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.