FROM THE PIPELINE
EMERGENCY CONTACT CENTERS
LINDA HARDEN PUBLISHER, CONTACT CENTER PIPELINE
Our May issue marks a sign of the times. As the technologies we deploy in our centers help with operational efficiencies and enhance customer experiences, they can also make us more vulnerable as an industry.
Fraudsters, account takeovers, voice deepfakes, call spoofing, and cyberattacks are a few examples of the new era of complexity we face in safeguarding our centers and customers.
Agent training, defense technology, fraud detection and ID verification are some of the ways we can improve our capabilities against such attacks.
These issues are only a few that we face. We are always understanding new FCC rules, labor issues, compliance and the myriad of new government policies.
Indeed, these days managing our contact centers is just like docking a ship in turbulent seas! Thanks to our industry experts in helping us navigate these rough waters.
WHY NG911 IS NO LONGER OPTIONAL
BUT PROVIDING IT STILL FACES TECHNOLOGY, INSTITUTIONAL CHALLENGES.
BY D. JEREMY DEMAR
COMPLIANCE
THE COMPETITIVE ADVANTAGE OF COMPLIANCE
HOW AI CAN HELP PROVIDE IT.
BY RYAN KAHAN
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Linda Harden Publisher Contact Center Pipeline
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