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As companies have gotten better at detecting and preventing online fraud in recent years, would-be criminals have redirected their efforts to the corporate contact center. Financial services companies and retailers, for example, are reporting a rise in contact center fraud covering fraud and data security, in large part because “fraudsters tend to take the path of least resistance.” Some enterprises will want to move their contact centers closer and tighten controls and limit what’s outsourced. But others are looking for […]
Companies are striving to take customer experience more seriously than in the past and, as a result, are realizing that CX is what makes the difference in ROI, sales, customer loyalty, and overall success. However, this is easier said than done. The customer of today is informed, connected, and possesses more product and service knowledge than ever before. To succeed, companies must continuously meet the extraordinary demands and expectations of today’s connected consumer. This year, the only transmission that companies […]
