FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH JAMES LAIRD, VERINT
ILLUSTRATION PROVIDED BY ADOBE IMAGES
CAN SECURITY, COMPLIANCE, AND EXCELLENT CX CO-EXIST? THEY MUST: AND HERE’ S HOW.
Organizations, no matter the type and operation, have always had to find ways to ensure the security of their customers and their employees, and comply with laws and regulations mandating them, while providing quality customer experiences( CXs).
Oftentimes there are trade-offs, with sometimes customer-friendly, but also sometimes obtrusive and time-consuming, methods. Like the anti-theft tags in stores, electronic screeners at entrances, and yes, like the multiple verification steps before engaging with contact center agents.
With business going online, so are the criminals who have been executing increasingly sophisticated cyberattacks. At the same time, customers have rising expectations for excellent CXs.
To explore this issue further, with advice for contact centers to help meet these critical needs, we had a virtual conversation with James Laird, Director, Research & Innovation, Verint.
6 CONTACT CENTER PIPELINE
JAMES LAIRD
DESCRIBE THE CYBERSECURITY LAY OF THE LAND. IS IT BECOMING MORE OR LESS RISKY FOR CUSTOMERS TO ENGAGE WITH COMPANIES? FOR CONTACT CENTERS, INCLUDING THROUGH THEIR AGENTS, TO ENGAGE WITH CUSTOMERS? COMPANIES AND CUSTOMERS WHO COULD BE BAD ACTORS?
A: The risk is rising because enterprises secure their digital perimeters while leaving contact centers exposed.