What Will Bring For Contact
Centers?” This is one that we do every year and it is always a favorite of ours here at Pipeline. We kick off each January with our Pipeline Advisory Board sharing their insights on what contact center trends they foresee for the year ahead, and how they compare to the previous year.
Contact Center Pipeline BlogContact
Center Pipeline Blog Verint CX Automation Viber Database BLOG TOP INSIDE THE ISSUE MAGAZINE ABOUT How to Manage Telecom Fraud FROM THE MAY ISSUE By JON ARNOLD -Sep , How to Manage Telecom Fraud As worrisome as cybersecurity may be, it’s just one of the many threats facing contact centers, and perhaps least understood among them would be telecom fraud.
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For most people, the term telemarketing
comes to mind here, and it is associat, for Cargo under such good reason, with fraud. And while annoyingly pervasive, telemarketing fraud is just one form of telecom fraud. Few terms have the degree of negative connotation as telemarketing, and for that reason, it’s a good entrée to start a conversation about the broad reach of telecom fraud in the world of customer service.
Whereas fraud, by nature, always involve
s manipulation and deception from bad actors, many forms of telemarketing are legitimate pitches by real brands trying to sell you something. Since these calls come from a contact center, they can easily give the broader customer service space a bad name. …WHILE ANNOYINGLY PERVASIVE, TELEMARKETING FRAUD IS JUST ONE FORM OF TELECOM FRAUD.
In terms of the types of activities, there
are two main categories – spam and scams. While it’s easy to see how these terms could be us interchangeably, they mean very different things. Spam would be automat outbound calls, done at scale, for all kinds of marketing and promotional campaigns. This is a low-cost form of mass marketing for legit brands, but