Consumers have seemingly grown more comfortable interacting with automated and artificial intelligence (AI)-enabled interfaces when dealing with call centers. In fact, consumers have reported higher...
Call centers are facing the potential of fraud from inside and outside their facilities, and they are taking multi-pronged approaches to tackle these security challenges. At the...
The rate of contact center fraud has skyrocketed recently, growing by 350 percent during the past four years. For call centers, dealing with this growing...
Authenticating a transaction can be a widely varied experience. Call centers, particularly those dealing with financial transactions, have a strong need to be sure that...
Call center service providers are increasingly automating their processes to speed up their payments acceptance, while reducing associated costs. Debt collection agencies, for one, increased...
As commerce goes increasingly digital, the bad guys are going omnichannel. More and more, according to Luke Reynolds, CPO at Featurespace, fraudsters are "going back...
Everyone talks about moving to the cloud, and doing so can certainly deliver benefits in a contact center environment. It creates ease of scalability and...
Cybercrime targeting contact centers jumped by 113 percent in 2017 as fraudsters drove out the weakest commerce link. Chris Bauserman, NICE inContact VP, says protecting...