Contact Center Pipeline

Data Security

Strategies for Managing Remote Call Center Teams – Part 2

Operations
Strategies for Managing Remote Call Center Teams – Part 2
by: Mark Pereira
How to handle challenges of agents working from home.

Caller Authentication: The Cybersecurity “Seat Belt”

Data Security
Caller Authentication: The Cybersecurity “Seat Belt”
by: Mark Pereira
Utilizing caller authentication with voice biometrics can protect customers.

How to Manage Telecom Fraud

Artificial Intelligence
How to Manage Telecom Fraud
by: Jon Arnold
Telecom fraud can’t be eradicated but its risks can be minimized.

Keeping the CX Chain

Artificial Intelligence
Keeping the CX Chain
by: Tony Lorentzen
How retail contact centers can cope with supply chain disruptions.

Protecting Data, Payments, Providing Positive CX

Operations
Protecting Data, Payments, Providing Positive CX
by: Geoff Forsyth
Companies must walk a fine line between adopting new technology and maintaining consumer trust.

Protecting Your Most Sensitive Data

Data Security
Protecting Your Most Sensitive Data
by: Scott Bakken
Use automated conversational redaction of audio and transcripts for compliance and training.

Is Cybersecurity Your High Priority?

Data Security
Is Cybersecurity Your High Priority?
by: Jacob Britt
Methods, tools, and common-sense practices to prevent data breaches through contact centers.

The Door to Personalized (and Secure) CXs

Artificial Intelligence
The Door to Personalized (and Secure) CXs
by: Simon Marchand
AI-powered biometric authentication limits entry to fraudsters.

How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

Data Security
How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless
by: Jeff Epstein
Before adopting a solution, make sure you’re confident in its commitment to security and privacy.

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

Technology
Reinforcing Your Work-From-Home Team's Cybersecurity Foundation
by: Susan Hash
Lay the groundwork for a security-conscious remote workforce.

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

Data Security
Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers
by: Anonym
How to deliver a frictionless service experience without compromising data security.

COVID-Era Phone Fraud Demands Omnichannel Response

Technology
COVID-Era Phone Fraud Demands Omnichannel Response
by: Mark Horne
In a time of vast call volumes, how can contact centers balance efficiency and security?

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

Technology
COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents
by: Heidi Hunter
Arm your agents with an effective defense against increasing fraud attempts and threat of social engineering.

How to Implement CCPA Without Impacting Customer Service

Data Security
How to Implement CCPA Without Impacting Customer Service
by: Anonym
There is a fine line between protecting customers’ PII, complying with CCPA and putting in place so much security that you lose customers to competitors.

A Checklist for Migrating Your Contact Center to the Cloud

Technology
A Checklist for Migrating Your Contact Center to the Cloud
by: Sascha Mehlhase
A thoughtful game plan to simplify the migration process from planning to execution.

Balancing Customer Experience with Fraud Prevention in the Contact Center

Data Security
Balancing Customer Experience with Fraud Prevention in the Contact Center
by: Anonym
Consumers want the best of both worlds. How to deliver a secure and seamless experience.

Consumers Demand More Data Privacy Protections—California Responds

Data Security
Consumers Demand More Data Privacy Protections—California Responds
by: Dick Bucci
The California Consumer Privacy Act (CCPA) goes into effect on January 1st, 2020. Is your contact center prepared?

Be Proactive in Protecting Customer Data

Data Security
Be Proactive in Protecting Customer Data
by: Susan Hash
Defend your center against cybercrime with awareness, agent training and effective data management.

Compliance and the Contact Center: A Proactive Approach Works Best

Data Security
Compliance and the Contact Center: A Proactive Approach Works Best
by: Iain Daws
New technologies and best practices for an increasingly complex compliance environment.

Contact Centers and The Debate Over Personal Privacy

Data Security
Contact Centers and The Debate Over Personal Privacy
by: Dick Bucci
At what point does collecting and sharing personal information intrude on an individual’s privacy?

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