Security. Customer Experience. Privacy. Pick Three.
A fast, secure, elegant experience in the contact center is here. Despite the explosion of digital interactions that are now possible using apps and…
Author: Alex Shockley
23 results found
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The Basic Experience of Calling a Contact Center Hasn’t Changed in 30 Years. Why?
Our smartphones have revolutionized the way we live life. Their embedded sensors and digital capabilities change the way we live our lives. Consider the…
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A Finger in the Dike Just Doesn’t Cut it….
The Little Dutch Boy was a piece of American fiction Written in 1865, but it Would Have Never Worked…. “When a dike is about…
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Imagine an Internet Safe For Our Children….
People Say I’m a Dreamer, but I’m Not the Only One. The news stories are all around us. Online stalker jailed for nine years,…
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Why is the Internet Doing This to My Mom?
And what are we geeks doing about it?…. I have written a lot of blogs about identity, privacy, and the protection of sensitive personal…
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Verified??
What exactly does “verified” mean? Well, whatever you want or need it to mean…. Unlike the telephone network as it was originally built, the…
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Privacy, It’s Not Just for Breakfast Any More!
Like any new technology, the internet (which constantly introduces new technology) has unintended consequences…. As the internet has evolved from an information sharing…
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The Many Faces of Authentication
Why Versus How: Evaluating the Reason for the Authentication to Determine the Best Method There seems to be much variation in how the authentication…
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What do Identity Fraud and a Wilting Head of Lettuce have in Common?
Neither one has to last very long to have an impact…. With all the talk of lettuce and political longevity, it strikes me…
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Can You Have Your Cake and Eat it Too?
Recent news items would argue that maybe not….. Covid has ushered in a new paradigm of remote work to a degree that had…