Contact Center Pipeline Magazine: Inside Our May 2025 Issue
Contact Center Pipeline, Friday, May 2nd, 2025
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.