Nuance Guest Blogger
Nuance Guest Blogger’s stories
Looking back and ahead at contact centre best practices

This blog post was created by Nuance guest blogger, Sean McCarthy, User Interface Designer at Nuance. A year-and-a-half ago I described three simple steps to address COVID-19 demands in your contact centre to help customers who were urgently and drastically transforming their contact centres to operate remotely in a matter of days. The third of […]

Intelligent Authentication (IAuth): An Origin Story

About the author: Dan Miller is Founder & Lead Analyst with Opus Research. He has over 25 years of experience in marketing, business development and corporate strategy for telecom service providers, computer makers and application software developers At the turn of the century, Intelligent Authentication emerged from the same primordial goo that spawned every initiative […]

Forrester’s Art Schoeller on seven strategies for elevating CX today

About the author: Art Scholler is vice president and principal analyst at Forrester Research, Art supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises. There are few people who understand COVID-19’s impact on customer experience as well as Forrester Research’s Art Schoeller. As Principal […]

Black key locked in to represent NHS cyber security complianceFive steps toward NHS cyber security compliance

1. Start as you mean to go on Make sure you have clear company policy documents covering staff and employment practice, and that you can prove that the policies are working – this gets more important as you ascend the heights of Information Governance (IG) compliance. 2. Get the basics right Register with the Information […]

fraud preventionHow to create and maintain the optimum fraud prevention solution for your business

Personal identity numbers (PINs), passwords and security questions have had their day. A constant barrage of data breaches has led to widespread compromise of personal data and user credentials, causing many businesses to rethink their approach to customer authentication and fraud prevention within their customer care channels. As a result, increasing numbers of enterprises are […]