Case studies

Cybercrime statistics are shocking. In the twelve months to September 2017, there were 4.7 million incidents of fraud and computer…

Complying with the payment card industry’s data security standard (PCI DSS) might make great business sense, but it can present…

Organisations usually start their customer journey initiatives by mapping the different journeys that customers take during their buying experience. These…

Your organisation wants to be flexible and give customers the option to make contact in the way that suits them.…

Your customer service agents spend most of their time answering questions and guiding people towards a resolution. But there will…

All organisations that operate contact centres face a difficult balancing act. On the one hand, you’re obliged to keep recordings…

SIM-swapping is one of the latest breeds of digital scam that is sweeping the country – and one that might…

Speech recognition is already in place in many call centres and is used to identify certain pre-programmed words, phrases or…

Preventing fraud is in everyone’s interest: the consumer, the bank and the call centre that acts as an intermediary between…

To remain competitive and keep their biggest clients, call centres need to get security-savvy. Biometric voice recognition technology can reduce…

Removing agent exposure to sensitive information within the contact centre can drastically streamline the customer experience.  It also ensures that…

According to a recent survey by Accenture, banks experience 85 attempted breaches on average each year. More than a third…