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From intent to execution: The challenge of call center change
From intent to execution: The challenge of call center change

Much like a well-intended New Year’s resolution, executing and achieving contact center goals is not as easy as it seems. Over time, organizations change their business strategies, and once they lose momentum, often times those lofty goals fall to the wayside to new priorities.   According to the article, “Contact Center Priorities for 2018,” only […]

read more Posted on: January 11th, 2018 by Lance Hood
Is this the year of the customer experience?
Is this the year of the customer experience?

Years from now, we may look back at 2018 as the year of the customer experience. With so much focus on the customer journey, we might one day look back at this year much like we think of 1991 as the year the World Wide Web went public or 2007 as the year the world […]

read more Posted on: January 04th, 2018 by Lance Hood
Top contact center authentication stories of 2017
Top contact center authentication stories of 2017

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. As the year comes to a close, let’s recap some of the biggest call center issues and authentication stories we saw in 2017: Massive Equifax data breach — For the first six months of 2017, a known security flaw […]

read more Posted on: December 28th, 2017 by Art Barger
Detecting the various forms of account takeover
Detecting the various forms of account takeover

Not all account takeovers are the same.  Some criminals go in and immediately begin purchasing products directly from the account. Unfortunately, victims typically don’t find out that their account has been compromised until they discover the charges on their monthly bank statements. Other crooks clean out an account by transferring funds to another account as […]

read more Posted on: December 21st, 2017 by Art Barger
Automated authentication values your customers’ time
Automated authentication values your customers’ time

No matter what type of business you run, automation is the way of the future. According to the article, “The Contact Center Is Having Its Model T Moment,” in the near future it won’t be feasible for contact centers to operate without automating essential parts of their enterprise. Organizations that continue to rely on expensive, […]

read more Posted on: December 14th, 2017 by Lance Hood
The value of happier call center agents
The value of happier call center agents

How you authenticate callers is critical to your customer relationships, business profits and your overall contact center operations. Putting your customers in the hot seat to answer security questions creates anxiety and frustration that directly impacts how they feel about your brand. While telephone interrogations damage your customer relationships, have you considered how they impact […]

read more Posted on: December 07th, 2017 by Lance Hood