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03/2/17  |  Leave your thoughts

Using Technology for Easier Employee Onboarding

BY ART COOMBS Published in ICMI.  First, let’s face the elephant in the room—contact centers have a huge turnover rate, which leads to continuous hiring and training of new agents. As many contact center managers are aware, this causes issues with adherence to policies, security, quality and more. Every new agent ...
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03/2/17  |  Leave your thoughts

Not-so-Friendly Fraud

The FBI listed “friendly fraud” as one of the top threats to card-not-present commerce.  The credit card industry estimates that, in 2013, friendly fraud accounted for more than $40 billion in losses.  As consumers continue to increase spending over the phone and Internet, the problem continues to rise.  From 2011 ...
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