Reinforcing Your Work-From-Home Team’s Cybersecurity Foundation

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 (WFH) last year helped to safeguard companies’ human asset. Yet...

Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers

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 work, play and connect. From remote workers to Netflix bingers, a...

COVID-Era Phone Fraud Demands Omnichannel Response

The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in establishing customer trust, enhancing customer convenience and solving customer problems....

COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

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 first time, were forced to rely on digital services as...
Data Security

Secure at Home: Protecting Ourselves, Our Brand, Business and Customers

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 to work remotely. However, the challenge is that not everyone...
How to Implement CCPA

How to Implement CCPA Without Impacting Customer Service

One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily basis. Personally identifiable information (PII) is any piece of data...

Balancing Customer Experience with Fraud Prevention in the Contact Center

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 data such as drivers’ license numbers and account numbers, and...

Consumers Demand More Data Privacy Protections—California Responds

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau, the second-biggest category of consumer complaints in 2017 was fraud...
Protecting Customer Data in the Contact Center

Protecting Customer Data, Part 3: Shining a Light on Dark Data

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 files, call recordings, employee information, old versions of documents, account...
Protecting Customer Data in the Contact Center

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

Data 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...
Protecting Customer Data in the Contact Center

Protecting Customer Data, Part 1: Balancing Customer Friction & Fraud Prevention

Businesses are facing ever-increasing risks of fraud and cybercrime. Every day brings more reports of security breaches and compromised customer data. Cybercriminals are clever and quick to find new ways to steal customers’ and...
Why Every Contact Center Needs Social Engineering Training

Are You Protected? Why Every Contact Center Needs Social Engineering Training

Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they...
Contact Center Pipeline Blog