Contact centres a popular target of fraudstersBlog 20 Sep 2018Cybercrime statistics are shocking. In the twelve months to September 2017, there were 4.7 million incidents of fraud and computer…
The biggest challenges of PCI DSS complianceBlog 10 Sep 2018Complying with the payment card industry’s data security standard (PCI DSS) might make great business sense, but it can present…
Are you optimising your customer journeys?Blog 29 Aug 2018Organisations usually start their customer journey initiatives by mapping the different journeys that customers take during their buying experience. These…
Challenges of the multi-channel contact centreBlog 23 Aug 2018Your organisation wants to be flexible and give customers the option to make contact in the way that suits them.…
Can your contact centre agents take payments securely?Blog 24 Jul 2018Your customer service agents spend most of their time answering questions and guiding people towards a resolution. But there will…
Deleting sensitive info from call recordingsBlog 19 Jul 2018All organisations that operate contact centres face a difficult balancing act. On the one hand, you’re obliged to keep recordings…
The role of contact centres in SIM-swapping scamsBlog 5 Jul 2018SIM-swapping is one of the latest breeds of digital scam that is sweeping the country – and one that might…
Is this the end of Speech Recognition in the…Blog 22 Jun 2018Speech recognition is already in place in many call centres and is used to identify certain pre-programmed words, phrases or…
A new layer of security for the Contact Centre…Blog 12 Jun 2018Preventing fraud is in everyone’s interest: the consumer, the bank and the call centre that acts as an intermediary between…
Biometric voice recognition tackles the biggest contact centre threatBlog 5 Jun 2018To remain competitive and keep their biggest clients, call centres need to get security-savvy. Biometric voice recognition technology can reduce…
Delivering smart identity verification in the 21st Century contact…Blog 23 May 2018Removing agent exposure to sensitive information within the contact centre can drastically streamline the customer experience. It also ensures that…
2018 Security Trends: 8 Experts Share their PredictionsBlog 13 Feb 2018According to a recent survey by Accenture, banks experience 85 attempted breaches on average each year. More than a third…