How to Boost Agent Efficiency in Your Contact Center
Productive agents are able to take on more calls, satisfy client asks faster, and improve your CSAT scores, all of which ultimately result in improved profitability. However, keeping agents productive and finding that sweet balance between high morale and performance is not as easy as it looks. It involves enabling agents, equipping them with the […]
How Contact Center Testing Helps Fix Inefficiencies
Efficiency plays a critically important role in providing quality service. When someone picks up the call and contacts customer service, they’re technically looking for a much faster resolution than the time it’ll take to research and resolve the issue online. Simply put, contact centers have to balance issue resolution with providing a fast response. Needless […]
3 Things Singapore is Doing to Take Action Against Deepfakes
Singapore will increase security regarding deepfake scams in the future. Dr. Tan Wu Meng (Jurong GRC) said the issue of deepfakes is a serious matter for all democracies and called on the government to look at ways of electronically watermarking content as proof that it is accurate in the future. Emphasizing the critical role of […]
The Ultimate Call Center Security Checklist
Are you confident in the security measures in place in your contact center? Malicious actors are increasingly targeting call centers in a bid to steal important customer data and to cripple an organization’s support operations. Call centers are vital to any large organization dealing with customers and must be protected against numerous threats, including fraud, […]
7 Call Center Trends We Expect to See Throughout 2024
Call centers have changed significantly in the past two decades, considering the sheer amount of new technologies that have been introduced. Now, we stand on the cusp of the AI revolution (some would say it’s already here!). However, despite all the hype around AI, it will still be a few years before it impacts every […]
5 Tips for Improving Contact Center Productivity
A contact center’s profitability and effectiveness depend on the agents’ productivity. Historically, contact centers have been regarded as cost centers, there to support operations and help boost company sales. However, setting up a productive contact center isn’t an overnight endeavor. You need agents who feel motivated and fulfilled and ensure that they receive appropriate training. […]
4 Top Cybersecurity Trends Discovered From Our Recent CFX Event
Ensuring cybersecurity is front and center for companies is now a non-negotiable task. That’s why Pindrop released quarterly insider sessions to check in and ensure teams were up to date and supported with the latest innovations. The event was called our Product Showcase CFX Spring Summit 2024 on March 20th, covering Deepfake, Protect, and Authentication. […]
Deepfake Dilemma: Elections at the Crossroads of Democracy and Deception
Paul Carpenter, a New Orleans Street magician, wanted to be famous for fork bending. Instead, he made national headlines on CNN when he got wrapped up in a political scandal involving a fake President Joe Biden robocall sent to more than 20,000 New Hampshire residents urging Democrats not to vote in last month’s primary. The […]
4 Essential Facts on BlackCat Ransomware for Healthcare Protection
There are indications that U.S. healthcare giant Change Healthcare has made a $22 million extortion payment to the infamous BlackCat ransomware group (a.k.a. “ALPHV“) as the company struggles to bring services back online. The cyberattack has disrupted prescription drug services nationwide for weeks. Change Healthcare reportedly paid the group a large sum to destroy sensitive […]