Ever interact with a contact center agent who relied heavily on a script? Odds are, it wasn’t the best experience. Scripted interactions tend to lack personality, even if the agent inserts your name at the right points. Such interactions can also be frustrating if the script doesn’t align with your needs and the agent can’t adjust.
Recent ransomware attacks that disrupted city and county governments in Colorado, Georgia, Missouri and Pennsylvania highlight a worrisome trend of threats targeting public-sector organizations. Several new surveys note a sharp rise in attacks against federal, state and municipal agencies, school districts, and other public-sector organizations.