Jun 21, 2018

“Would you please tell me your customer ID and password” – the first thing the call center agent gets to hear is “oh… I don’t know them. I’ll have to look it up”. The agent hears the customer walk into another room, get the file from

Jun 21, 2018

Our last post addressed the issue of identification on the telephone in call centers. Another important issue for call centers is completing transactions on the phone. In many cases, identification only will not be enough.

Jun 21, 2018

Official surveillance? A brief look at the online media this morning leads to brand-new insight. Zeit online headlines “US secret services forced to stop snooping program“ (“US-Geheimdienste müssen Spähprogramm stoppen”), and

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