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.

Engineering Smarter Collaboration with Video

ConvergeOne

The stakes are high in engineering. You are tasked with driving innovation, but designs must also perform flawlessly in the real world. Collaboration is critical to the process.

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.

Breakthrough AI engine automates strategic planning!

Waterfield Technologies

The post Breakthrough AI engine automates strategic planning! Blog AI Engine Contact Center Strategic PlanningRemember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the […]. appeared first on Waterfield Technologies.

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 history of the search engine: from index cards to the AI chatbot

Inbenta

Even those of us old enough to remember a life pre-web struggle to recall how we did our homework, checked for correct spellings or even resisted the urge to ask those questions we wouldn’t dare ask aloud without the relative safety of a search engine like Google.

What Your Business Needs to Know About Social Engineering Attacks

Nextiva

A little dose of social engineering would do. The post What Your Business Needs to Know About Social Engineering Attacks appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Even the most secure systems — including blockchains — are prone to breaches. Professional hackers and cyber criminals carry out many of these breaches but you don’t need high-tech skills and equipment to penetrate a computer network.

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.

Senior back-end software engineer

Stratifyd

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.

Backend Software Engineer

Stratifyd

We’re looking for a Backend Software Engineer who is passionate about technology, has experience building scalable and robust solutions and can help set the direction of our framework/platform. You will work with a talented group of engineers, designers and product managers and enable them to build new and innovative features for our AI platform. Submit resumes to engineering-jobs@stratifyd.com please include in the subject line “Backend Software Engineer”.

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.

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.

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.

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

Meet the Gaugies: Director of Software Engineering Antony Laycock

CustomerGauge

Antony Laycock is CustomerGauge’s Director of Software Engineering. He was excited to share about the great developments our Engineering team has been making and what it’s like working in the beautiful Amsterdam office! The post Meet the Gaugies: Director of Software Engineering Antony Laycock appeared first on CustomerGauge. He has 25+ years of professional experience and has been in his current position with CustomerGauge for over a year.

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).

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!

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.”

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.

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.

Ahead of Summit: A chat with ForeSee VP of Engineering on the future of CX tech

ForeSee

Ahead of the annual ForeSee Summit next week, I sat down with VP of Engineering and Operations Kaj van de Loo to chat about what’s to to expect at Summit, as well as the future of CX and VOC technology.

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.

How A.I. Will Re-engineer Jobs – a view from the customer experience, voice landscape

Talkdesk

Will Re-engineer Jobs – a view from the customer experience, voice landscape appeared first on Talkdesk. Context: Artificial Intelligence (AI) powered services are often misconstrued and thought of as a mechanism for replacing existing jobs. The truth is, AI is more of an enabler to automate and solve critical business issues.

My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions

Avaya

The post My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions appeared first on Avaya Connected Blog. Recently I spent three days in New York City, and they were easily the best three days of my career.

Advanced Search Engine Optimization Tips from Brian Dean, the Wizard

LiveChat

The post Advanced Search Engine Optimization Tips from Brian Dean, the Wizard appeared first on LiveChat.

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

Time for a New Network Engine: Start Running on a Software-Defined Network

Avaya

to be able to tune up an engine to get it run well. Engines have progressed a long way since the 70s. Engine was rated at 170 HP and got 12 MPG on a good day. Modern engines are a marvel of computer technology. I grew up on a wheat farm in the 70s.

Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!

Up Your Service

Four Rules for Engineering a Service Revolution. We call these “Four Rules for Engineering a Service Revolution” Rule #1: Don’t start with customer-facing employees. The post Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!

Join ChurnZero as a Sales Engineer

ChurnZero

Job Opening: Sales Engineer. Our fast-growing startup is looking for a skilled, self-motivated problem solver to join our team as a Sales Engineer. As a Sales Engineer , you are the technical expert during the sales process.

Why we changed our tagline

Zoom International

Marketing Product Management Software Engineering Customer Satisfaction News & Events inside zoom Sales IT BusinessZOOM recently refreshed our tagline.

Protecting Customer Data, Part 2: Top Internal Security Risk—Human Error

Contact Center Pipeline

Data security call center contact center data security social engineeringData protection systems and tools that are currently on the market offer robust protection against external cyber threats. For most businesses, though, the most significant security risk to a company’s data or systems comes from within—human error. Most (84%) C-suite leaders and just over half (51%) of small business owners cited employee negligence as their […].

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.

Powered by its Relationship Insight Engine, the Enhanced Intelligent Workflow Automation Features in Amity Deliver Scalable Engagement for Customer Success

Amity

This makes the full power of the Amity Relationship Insight Engine available to your entire organization. From its inception, Amity founders viewed customer success as a means of developing genuine and effective relationships with customers and not simply another analytics opportunity.

The Back Office: A Sealed Black Box or a Humming Engine Room?

Customer Interactions

Unseen by customers, and generally underappreciated, it is the back office that makes sure the engines of your company are humming along. And when it doesn’t

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., […].

Looking at phone fraud and caller authentication in 2019

TRUSTID

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. .