Archive for June, 2009
Smart Call #63 – Voice biometrics special
June 18th, 2009Authenticating callers to a contact centre consumes a big percentage of every call.
Voice biometrics promises a faster and more secure way to confirm a caller’s identity and this week we have two interviews with new users of the technology.
Frank Lombardo from Aviva and National Australia Bank’s Sam Jackel both worked with Salmat VeCommerce to get [...]
Smart Call #62 – Christmas in the contact centre
June 11th, 2009This week’s Smart Call is brought to you by Verint, who ran seminars in Sydney and Melbourne this week entitled How to Survive (and even Thrive) During the Economic Downturn.
Verint’s Principal Global Solutions Consultant Bill Durr joins us with part two of his presentation to the event.
Our feature interview is with Toby Poulson, Chief [...]
Smart Call #61a – Phishing scammers create fake contact centre
June 3rd, 2009Hi everyone.
I’m sick! It’s not swine flu, but I’ve been dragging myself around and haven’t had the energy to podcast.
But there’s a big story around we should look at anyway.
Over the last couple of weeks, the Commonwealth Bank has been the subject of a series of “phishing” attacks. For those who are not across IT [...]