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There is nothing particularly new nor surprising about fraud attempts leveled against contact centers. After all, these customer-focused operations are also direct gateways into user accounts and organizational data: both irresistible draws for … [Continue reading] about The Evolving Voice Security Threats
In today’s digital era, we are heavily reliant on texts and emails for communication. However, there are instances when we resort to phone calls or voice messages, primarily because conveying a lot of information is often easier through speech. This … [Continue reading] about Speaking to Buy
In today’s rapidly evolving digital landscape, payment trends and challenges have become critical focal points for contact centers worldwide. As the primary touchpoint for customer interactions, contact centers face evolving challenges in ensuring an … [Continue reading] about Processing Payment Trends and Challenges
Businesses have turned to hosted communication solutions as they offer a convenient means to work flexibly from any location and at any time. Critically, these solutions ensure uninterrupted business activities. And in situations where internet … [Continue reading] about Opening the Door to Business Continuity (and Success)
2023 was the year of Generative AI (Gen AI). There were significant levels of investment in advancing machine learning and deep learning technologies resulting in ChatGPT, Bard, GitHub Copilot, Dall-E, and Gen AI (artificial intelligence) tools … [Continue reading] about Is Your CX Thriving in the Age of Deepfakes?
Credit union contact center teams have been feeling the squeeze for several years. Even with branches now reopened, credit unions are reporting that members have become accustomed to relying on the call center and call volume remains high. Success … [Continue reading] about Can Voice Authentication Help Overwhelmed Agents?
As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability. They teach us to pivot while staying true to our objectives, serving customers, and meeting service … [Continue reading] about Strategies for Managing Remote Call Center Teams – Part 2
Changes in the labor force will impact the customer experience (CX) as much, if not more, than emerging technologies over the next decade. While next-generation CX technologies, like artificial intelligence (AI), augmented reality, and the … [Continue reading] about Declining labor supply poses challenges and how to offset them.
Can Contact Centers Mitigate Fraud Risks? Table of Contents, May 2024FEATURE ARTICLECan Contact Centers Mitigate Fraud Risks?By Brendan Read; Q&A with Richard TsaiFraud is rampant, but steps can be taken to thwart threats.IDIOM INSIGHTSIs Your … [Continue reading] about Contact Center Pipeline Magazine May 2024
Fraud, unfortunately, has become pervasive in customer interactions, whether these take place in person, online, or yes, through the contact center. The challenges become in finding ways to prevent fraudsters from reaching contact centers and agents … [Continue reading] about Can Contact Centers Mitigate Fraud Risks?
