Leveraging Blockchain as a CX Disruptor
In their efforts to improve customer interactions, CX leaders are challenged to optimize processes, improve cyber security / data protection, and empower agents through accessible, verifiable data. An increasing number are turning to blockchain solutions to ease these burdens. This trend was reflected in the recently-published 2022 edition of the CX Blockchain Market Intelligence Report […]
CX Fraud Prevention a BPO Sweet Spot
For CX leaders, the need to guard against the threat of fraud is essential. Bad actors have never been as pervasive or as sophisticated as they are today. Contact centers are bombarded daily by fraud, malware, and other bids to access sensitive data, placing immense pressure on CX leaders and their ever-scarce resources. These matters […]
WhatsApp Vulnerability Highlights CX Data Security Imperative
The integrity of personal data is paramount in 2019 and beyond. The cyber-hacking taking place throughout the world appears to know no bounds, and those undertaking these activities are more cunning than ever. This is why the recent revelations about the potential vulnerability of the popular messaging platform WhatsApp hit home for so many consumers, […]
Consult TBT Analysis: GDPR – Just over 250 days left!
Ryan Strategic Advisory is pleased to provide an essential piece of reading for all parties interested in the impact of the General Data Protection Regulation (GDPR). Written from a UK perspective, it outlines what all businesses (including contact centers) need to keep in mind before the GDPR goes live in May, 2018. A big thanks […]
Security is the Omnipresent Factor in Work-at-Home Solutions
In the shadow of the 2017 Remote Working Summit taking place in Dallas this week, the opportunities for virtual customer experience delivery have never been more opportunistic for contact center outsourcers. The desire for affordable onshore solutions that provide high-value quality is pervasive across developed economies. However, with data protection understandably at the forefront of […]
Data Protection Must Be a Priority for BPO Vendors
At what point can any enterprise contact center executive say that their own processes around data protection are truly water tight? Unfortunately, in today’s environment where cybercrime, data theft and fraud are more commonplace than at any time in history, many customers are becoming justifiably concerned about how their personal information is stored. For BPO […]