Danny Cresswell

Advances in voice recognition technology have changed the way we can now search the internet, as well as how we interact with smart devices in our homes. Consumers are increasingly familiar with such technology, no longer just as a novelty (such as asking Alexa to tell a joke) but as a core part of how […]

If you’re holding payment card data within your organization’s contact center environment (for instance in call recordings, or in your network as transactions are made) you’re always at risk from a data breach, even if you’re PCI  and GDPR compliant. Many organizations have shifted calls and transactions to remote workers and outsourcers due to the

There’s been a big rise in consumers using online chat to interact with organizations recently. Superoffice suggests that as many as 41% of consumers now expect live chat to be offered on an organization’s website. Indeed, there’s evidence that consumers prefer live chat to other digital contact center channels, with 46% of customers stating a

Many merchants have responded to the Covid-19 epidemic by either asking their contact center agents to stay safe and work from home, or by routing calls to outsourcers handling calls on their behalf. Both of these present a number of unique security challenges and associated risk. During these difficult times, it is clearly important for