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The complicated business of fighting financial fraud

The complicated business of fighting financial fraud

The forefront of cybercriminals is pushing the financial sector to invest in technology, especially Artificial Intelligence, to combat fraud in a digital age. Conscious of the assets it protects, the financial sector – one of the most innovative – does not...
Happy and productive agents: managing the occupation

Happy and productive agents: managing the occupation

Keeping agents productive yet available for the next call and thus meeting service levels is a balancing act that can be quantified and optimized through better occupancy management. Agents’ occupation: what it is and how it is measured. Occupancy is measured by...