IT security has a big job: keep corporate data safe in the face of motivated hackers and unaware employees. Today that job is harder than ever — employees are bringing their own devices and applications into the office every morning, and walking out the door with corporate data every night.
The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. They consult online resources, form online communities, and look to endorsements from total strangers to form opinions on products and services.