Data security

A contact center never needs a sudden surge in calls from frustrated or irate customers. And yet that’s precisely what happens when a company’s...

Trust is the invisible currency behind every strong customer relationship, and once it is broken and lost, it is hard to earn back. With...

For many organizations, contact centers function as the face of the company, serving as the primary avenue for customer interactions. Agents are the frontline...

Did you know that last year alone, around 800,000 cyberattacks were reported, with sneaky culprits exploiting things like WordPress plugins and aiming at businesses’...

Fraud, unfortunately, has become pervasive in customer interactions, whether these take place in person, online, or yes, through the contact center. The challenges become...

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...

The COVID-19 pandemic introduced a new age of remote work and accelerated digital innovation in several industries – contact centers were not exempt. But even...

Recent research from McKinsey reveals that 71% of consumers expect brands to personalize interactions, and the majority of consumers get frustrated by non-personalized communications....

I can’t underplay the extent and severity of the cyber threats that we all face. Verizon’s latest Data Breach Investigations Report states that 85%...

Hackers are already trying to breach your contact center’s database. One day, they might break in. We offer some common and not-so-common measures to...

I admit it. I cannot get redaction off my mind. My company’s speech analytics clients are practically consumed by the topic, so I guess...

Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their employees. The quick shift from on-premise to work-from-home...

The past year was a challenging and transformative time for many people as a global, once-in-a-generation health crisis upended critical components of how we...

The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in...

COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of Americans, many for the...

During the summer of the COVID pandemic, sudden urgency emerged to get everyone home safely. Massive amounts of on-site agents were suddenly sent home...

One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily...

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking...

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau,...

Hoarding data has been the standard practice for most businesses for years. Whether it’s customer data, email, survey data, presentations, reports, zip files, log...