Tag: data security
Contact Center Pipeline Magazine: Inside Our December 2020 Issue
As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...
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...
How to Apply Predictive Analytics to Post-COVID Recovery, Part 2
As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that...
Why the Call Center Was Already Collapsing—Even Before COVID-19
COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold...
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...
Top 5 Posts in February
February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged...
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...
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,...
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
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...
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...
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
“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...
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...
