TRUSTID

APRIL 24, 2019

Today, organizations that leave caller authentication up to phone agents open themselves up to social engineering scams that are specifically designed to defeat knowledge-based authentication (KBA) methods. Improves customer satisfaction.

call center professionals 48

call center professionals Contact Center Education Engineering 48

TRUSTID

MARCH 25, 2019

Call center professionals need to consider the bigger picture when creating an effective, cost-efficient security strategy that enhances customer engagement. The challenge today is many contact centers still rely on traditional forms of caller validation such as knowledge-based authentication (KBA).

Banking 54

Banking call center professionals Call Center Contact Center 54

TRUSTID

JULY 24, 2019

Call center professionals are constantly trying to secure their private data while improving their customer experience. According to the Customer Contact Week special report, “Evaluating Call Center Authentication,” customer qualification processing flaws continue to lurk across the voice-dominated landscape.

call center professionals 53

call center professionals Call Center Customer centricity Contact Center 53

TRUSTID

MARCH 29, 2019

With more personal identifying information (PII) available on the dark web, this trend will likely increase throughout 2019 as criminals consider the telephone channel the weakest link in an organization’s fraud defenses. 46% of respondents are unhappy with their current authentication method.

Surveys 48

Surveys Call Center call center professionals Interactive Voice Response 48

TRUSTID

JUNE 30, 2018

Today, agent-based authentication makes up roughly 20 percent of the cost and duration of an inbound call. That’s because contact centers rely on knowledge-based authentication (KBA) that requires telephone operators to ask a series of personal questions to verify each callers’ identity.

Call Center 49

Call Center Banking Contact Center Interactive Voice Response 49

Fonolo

NOVEMBER 17, 2020

We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. “I I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JUNE 17, 2015

Curate a knowledge base. What is call center training? Call center training is any course, seminar, video, coaching session or other activity that teaches the skills and behavior required for success in a call center. The best type of call center training is hands-on.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Tenfold - Contact Center Blog

JULY 9, 2018

To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78