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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...

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...

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...
How to Prepare for 5 Customer Service Trends in 2019

How to Prepare for 5 Customer Service Trends in 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...
Contact Center Thieves and Holiday Hackers

Thwarting Thieves and Hindering Holiday Hackers

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through...
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...
Fraud Prevention in the Contact Center

Fraud Prevention

“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

PCI Compliance: An Overview of PCI Standards

Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that...