Robocalls, voice spam, phone fraud, spoofers, and vishers (voice phishers) are inflicting significant damage on businesses through lost productivity, degraded customer experience (CX), missed sales opportunities, and cybersecurity threats. While … [Continue reading] about Combatting the Invisible Enemy
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Transforming CPG Customer Experiences
In the consumer packaged goods (CPG) space, whether a brand views customer service as a powerful marketing tool or as a cost of doing business, one thing is certain: customer experience (CX) is vital to their success and brand reputation. CPG … [Continue reading] about Transforming CPG Customer Experiences
Keeping the CX Chain
Supply chain chaos continues to be in the headlines. We’ve seemingly seen it all: logjammed ports, inventory pileups in warehouses, shortages of raw materials and consumer goods, shipping and delivery delays, and a disrupted labor market. When the … [Continue reading] about Keeping the CX Chain
It’s Time to Level Up With Outsourcing
It was September of 2020. I was about to launch a business. As a corporate spinout, we had some advantages: a battled-tested product, our first customer, a mature team, and we had raised venture capital. But even with this head start, a sage advisor … [Continue reading] about It’s Time to Level Up With Outsourcing
Getting the Most From Your Chatbots
Chatbots, powered by artificial intelligence (AI), are becoming a popular and essential application in contact centers by swiftly, accurately, and cost-effectively handling, and helping agents to handle, many customer issues. But like any … [Continue reading] about Getting the Most From Your Chatbots
Preparing Your Call Center for Hurricane Season
A severe storm is coming ashore in the insurance claims industry, and we’re not just talking about the upcoming hurricane season. It has been building for a while, and like a tropical storm growing into a hurricane, the conditions are just right for … [Continue reading] about Preparing Your Call Center for Hurricane Season
How to Manage Telecom Fraud
As worrisome as cybersecurity may be, it’s just one of the many threats facing contact centers, and perhaps least understood among them would be telecom fraud. For most people, the term telemarketing comes to mind here, and it is associated, for good … [Continue reading] about How to Manage Telecom Fraud
Caller Authentication: The Cybersecurity “Seat Belt”
When we train new agents in healthcare about caller authentication, we view it as a key to unlocking secure access to their medical records. Verifying callers and their identities ensures that only authorized individuals can access confidential … [Continue reading] about Caller Authentication: The Cybersecurity “Seat Belt”
What Goes Down Must Come Up
Madame de Stael was a French-Swiss writer, woman of letters, and early champion of women’s rights. She was considered among Napoléon’s major opponents and spent much of her life in exile. When I came across Madame de Stael’s quote, I was struck by … [Continue reading] about What Goes Down Must Come Up
The AI Duo Contact Centers Need
There has been much chatter recently about Generative AI. So, let’s deep dive into it and discover how it can help contact centers. Generative AI is a type of artificial intelligence (AI) that focuses on creating new content or output based on an … [Continue reading] about The AI Duo Contact Centers Need