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This summer, the largest hacking incident in history was exposed as security analysts reported that a Russian cybercrime ring had collected well over a billion username and password combinations and more than 500 million email addresses. The analyst group that reported the theft confirmed the data was stolen from major corporate websites as well as small sites. Though it should come as no surprise that the new $1.3 billion Levi's Field in Silicon Valley, home of the San Francisco 49ers, is technology infused, what stands out as a potential model for other team venues is the team's Stadium app, which lets fans pre-order and pre-pay for food and beverages. Sponsored By: Genesys
WEBINAR: Earn Rave Reviews for Your Financial Services IVR— We'll Show You How!
Tuesday September 23, 2014
TIME: 2:00pm EST/ 11:00am PST
Let's face it, consumers don't like IVRs. According to a JD Power & Associates study, the IVR accounts for an astounding 27% of the total call experience. However, only 7% of organizations currently offer an IVR solution that delivers a better experience than their live agent experience. This causes a major headache for financial service companies who take hundreds or thousands of calls daily. Customers want to obtain information, transact, or make requests as quickly and painlessly as possible, but calls handled by agents can be incredibly expensive. Consumers dislike IVRs because of a history of IVRs being cumbersome and time consuming. However, it IS possible to build an IVR that customers not only use, but prefer it to human interactions because it actually saves them time, produces the resolutions they are seeking, and is easy and effective. According to Gartner, by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. Is your IVR ready?
Join us and learn how to construct an IVR that your customers will rave about! You will leave the webinar understanding:
- Proven best practices for building IVRs specific to the financial services industry
- Recommendations for how to increase your call containment rates
- Real-world examples of financial services companies with customer-pleasing IVRs
The Altimeter Group recently released its annual report, "The 2014 State of Digital Transformation," detailing the results of research on companies that have a digital transformation initiative in place and what is problematic for them regarding that process. The current operation of the IVR system doesn't seem to extend better customer experience and satisfaction. When it comes to managing a pool of contact center agents, most organizations today use some tried-and-true methodologies. They build a schedule based on the contact center's forecasting needs and the agents' skills. They spend a little time training and evaluating agents. After that, they generally let them loose and hope for the best. According to a recent report, a partnership between Whitepages Pro and Twilio will start implementing fast call results, call tracking capabilities and the ability to verify a caller's identity. According to local news source Glasgow Daily Times, a telemarketing and outsourcing business, Sitel, says its success in the area has allowed it to raise its base wage and provide additional performance bonuses for current employees. Furthermore, in the next 60 to 90 days, the company says, it expects to hire 125 new call center agents.
While for most, the thought of warfare on the PlayStation platform is limited to those kinds of games that allow it-the newest installment of Call of Duty, perhaps-this weekend proved to host quite a different kind of warfare: the kind staged between hackers. The PlayStation Network suffered an outage this weekend, though just who was responsible for the event seems to be in question. Worse, it may not be the only major gaming network to suffer an outage in the coming days. For some time now, discussion had been flying hard and fast around just who, if anyone was going to land the online video streaming network Twitch, a network largely devoted to videos around video game play. While Google was, at last report, set to pick up the network for a hefty billion, the newest reports now suggest that plan was scrapped only recently, and Amazon stepped in instead, with a better offer to boot. Pesky DDoS assaults are on the rise. DDoS kits for hackers are readily available and inexpensive, making such attacks commonplace. Hackers are hitting hard, recently exploiting a vulnerability to install DDoS malware on Amazon's cloud server. Everyone understands that DDoS attacks are undesirable, but many misunderstand the key details of how these attacks operate and how damaging they can be. Below is a list of common misconceptions that need to be addressed. AT&T reportedly has reached agreement with the U.S. Department of Justice on conditions to be observed if AT&T completes its acquisition of DirecTV, according to a report by the New York Post. Here in the U.S. it is Back to School time. And, if your kids are already back, or will be next week, you no doubt have or will over the coming Labor Say holiday be spending a lot of time and money ensuring your charges are literally good to go. This means not just having the requisite basic school supplies, but also that your children are fashion forward/backward and digitally correct and current. Wouldn't it be nice to just flip a switch and have your PC experience turn on and off on whatever device you chose? To be able to start a document on your desktop or laptop PC and finish it on your tablet or even your Smartphone? That has always been the unmet promise of those pitching thin client solutions, the idea that your PC experience could work like electricity - it is everywhere and as easy as an on/off switch to get to. In addition, there is also confusion around what constitutes an OVP owing to the number of features, including transcoding, digital rights management (DRM), analytics and multi-platform delivery. From a customer's perspective, comparing various product features, pricing and deployment options is complicated. This lack of market awareness around exact capabilities of an OVP makes consumer education and the right messaging critical. It would be correct to note that Internet penetration in Asia-Pacific region is among the lowest in the world. Back in April I posted my impressions of the Fujitsu partnership with multi-modal identity management solutions provider ImageWare Systems (IWS). I had an opportunity to kick the tires of the solution at Mobile World Congress in Barcelona and had come away impressed with both the strength of authentication being offered, along with the ease of use of the solution for IT people. So here is what we know about financial services giant JPMorgan Chase being hacked. The facts are that we are very short on facts.
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