Black Hat 2013 Security Conference Report
Well, it’s official. Black Hat 2013 is in full swing. As they like to say ‘the brightest and best minds’ in the security field assembled into one place…or something like that. As laser-focused on...
View ArticleTop Three Issues Creating PCI Compliance Strain
The agents in your contact center likely record every customer conversation. However, while this helps to provide the best customer service possible and to meet financial regulations in some...
View Article3 Successful Mobile Collections Strategies
More than half of all Americans own a smartphone – in fact, 56 percent of us are connected via mobile devices. Considering the growing ubiquity of smartphones, collectors need to ensure that they...
View ArticleThe Challenge of Maintaining PCI Compliance in the Customer Contact Center
The Payment Card Industry Data Security Standards Council (PCI DSS) is an open standard established to protect consumers against fraud when electronically transmitting personal information. Contact...
View ArticleDon’t be Scared of the Holidays! 3 Ways to Add Mobile to your Retail Marketing
Since we all love to be scared in October – there are 83 shopping days until Christmas. Scared? If you think October is far too early to be thinking about holiday shopping, you are incorrect. According...
View ArticleFasten Your Seatbelts – Time for Another Ride on the TCPA Rollercoaster
The Federal Communication Commission’s new requirements for “prior express written consent” to send sales or marketing messages to wireless devices goes into effect on October 16, 2013. This FCC...
View Article3.0 Reasons Why Continuous WFO Drives Better Results
When I started my career as a call center agent over 15 years ago, Workforce Optimization (WFO) solutions were still in an embryonic stage. Forecasting was based on a few simple models sitting in a...
View ArticleTaking Important Measures to Protect Enterprises from Cyber Crime
As the cloud becomes a mainstream delivery model for technology and services, more and more large enterprises are making their moves into the cloud. With this movement, however, comes many concerns...
View ArticleA Black Friday Carol
For those readers celebrating the Thanksgiving holiday, below is a playful parody of the retail ‘holiday’ called Black Friday in the US. Enjoy! Inspired by the Charles Dickens’ classic, A Christmas...
View ArticleOverstock.com Saving Over $26 Million in 5 Years
Around 2005, Overstock.com was faced with a decision. Having experienced steady growth in the past eight years, their IT and customer care organizations were beginning to experience some strain. They...
View Article3 Ways Mobile Marketing Builds Great Customer Experiences [Webinar]
This week, I will be presenting in a webinar with Vice President & Principal Analyst at Forrester Research Julie Ask on making your customers raving fans of your mobile marketing solutions. Like in...
View ArticleTake Control of Your Outbound Customer Contact Strategy
From a customer’s perspective, there is often a fine line between being sent a reasonable number of communications from companies they do business with versus receiving a gluttony of repeat contact...
View ArticleAre You More Secure In The Cloud?
You always think, “It will never happen to me” and then it does. You receive a call, email or letter from your bank, stating that your debit card number was compromised and they are putting a hold on...
View Article3 Reasons Why You Need Customer Interaction Analytics
At a recent conference of contact center leaders in Canada, a consultant took the stage and asked the audience how many of them were using what he called, ‘voice of the customer analytics.’ He defined...
View ArticleThe Doctor Will See You Now: What’s Next for US Healthcare
The Patient Protection and Affordable Care Act (ACA) was signed into law four years ago. It represents the most significant overhaul of healthcare in the US since the enactment of Medicare in 1965....
View ArticleShellshock & Contact Centers – What You Need to Know
At Genesys, the security of our software – both in the cloud and on-premises – is extremely important to us. Over the past few days, Genesys has received several inquiries from our customers regarding...
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