Digital detectives: Protecting data, commerce and privacy in the age of cybercrime

Digital detectives: Protecting data, commerce and privacy in the age of cybercrime

Digital detectives: Protecting data, commerce and privacy in the age of cybercrime

Cybersecurity is no longer a subject just for IT. Today, the topic is top-of-mind in the boardroom. What’s at stake ranges from customer privacy to brand identity to executives’ reputations. People can lose money, businesses can lose customers, and companies can lose trade secrets, intellectual property, their competitive edge, and even their standing in the stock market. In the closing keynote session at Convergence 2015, David Finn, from Microsoft’s Digital Crimes Unit, shared how DCU is committed to identifying and disrupting cybercrime across the globe. Learn more at www.microsoft.com/convergence

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How to Measure First Call Resolution

Contact center agents handle a high volume of customer service interactions on any given day, making efficiency a challenge. Many contact centers place a great emphasis on first call or contact resolution, also known as FCR, demanding that agents do all they can to resolve cases quickly. The trouble is that all too often, the quality of the customer experience...
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