Author: Nicole Fiorucci

As a customer service representative, I can’t count how many times I have been asked “Are you a real person?” while chatting with customers online. While I personally have never communicated with any artificial intelligence (AI) for customer support, it is a growing trend with the ability to revolutionize the industry. Some say it could […]

The days of only using firewalls and antivirus software as protection against hacking are over. Hackers are getting more creative with how they plan their attacks. The newest trend hitting top organizations like Sony, Yahoo, and even the US Government is called Social Engineering. Social Engineering is when hackers use emotionally manipulating strategies to gain […]

Imagine you are the customer service representative working the live chat support the day of the company holiday party. It’s pretty quiet in the office, but you get an incoming chat that says HAPPY HOLIDAYS! You think “wow…so kind”, but then you notice no reply and eventually it ends. Immediately afterwards, you get another, and […]