The Call Center Productivity Playbook: Tips & Metrics
Call centers seem like something out of the 1980s. Giant rooms filled with headset-wearing workers answering calls from current and potential customers or making telemarketing pitches feel like an old-fashioned idea in our AI-affected world. However, although chatbots have taken some of the load off of customer support teams in recent years, the number of […]
Call Center Monitoring: A Handbook for Quality Assurance
As the primary point of contact between businesses and their clients, call centers play a crucial role in maintaining customer satisfaction and fostering loyalty. Call center monitoring is the systematic process of evaluating interactions between center agents and customers. By analyzing these exchanges, businesses gain valuable insights and feedback that can significantly improve call center […]
Business Email Compromise Attacks: How To Prevent & Recover
Imagine receiving a work email from your finance department asking about an overdue invoice. You notice it has a few extra typos and uses strange language, so disregarding it as junk. What you don’t know is that your very busy coworker receives the same email at the same time. Because they’re more distracted than normal, […]
The 14 Best Remote Team Management Software in 2024
At its most basic, remote team management software facilitates teams working together from different locations. These tools enable teams to coordinate and communicate effectively, regardless of geographical barriers. By providing a centralized platform for collaboration and oversight, remote team management software helps keep objectives aligned across dispersed workforces, bridging physical distance to mimic the efficiency […]
16 Types of Endpoint Security Risks To Watch Out For
You’ve likely heard horror stories of major companies falling victim to devastating cyber attacks. As of 2023, the average cost of a data breach rose to $9.48 million. The common thread? Many attacks start by exploiting vulnerabilities in endpoints – laptops, smartphones, servers, and other networked devices connected to your systems or corporate networks. As […]
Call Center Screen Monitoring: Use Cases & Benefits
Today’s average call center interaction doesn’t look how it used to. We expect today’s call center employees to be highly tech-savvy and ready to handle customer issues via phone, email, and live chat. We also require them to have access to sensitive data, which they’ll often pull up on their screens during a call so […]
Nightfall DLP: Features, Pros, Cons & Alternatives
Data loss prevention (DLP) has become an essential security measure for organizations to safeguard sensitive data from accidental or malicious threats. With the increasing adoption of cloud services, remote work, and the proliferation of data across various channels, the risks of data breaches have escalated significantly. Enter Nightfall AI, a San Francisco-based company offering a […]
The Top 11 ActivTrak Alternatives & Competitors
ActivTrak is a popular workforce analytics and employee monitoring software that helps businesses track their employees’ computer activities, analyze productivity, and identify potential security risks. However, while ActivTrak offers a solid set of features, it’s not the ideal solution for every organization. As a result, many companies are exploring alternative solutions that provide a more […]
Harnessing Telemetry Data: Strategies for Success
Are you leveraging every piece of data to protect your network? Telemetry data is the automated process of collecting and sending data from remote points to an IT system for monitoring and analysis. Telemetry empowers companies to detect anomalies, predict potential breaches, and respond to threats faster. In this guide, we’ll delve into the world […]
Introducing New Features Across the Platform | Release 672
Check out the highlights from our most recent update, Platform Release 672. This is our biggest release so far with 918 features, improvements, and bug fixes. See the highlights below. For a full rundown, check out the complete Release Notes here. Table of Contents Introducing Omni: AI-Based Insider Threat Detection “Omni” stands for ‘all’ or […]
