TRUSTID

AUGUST 30, 2018

Many contact centers have become complacent in the way they verify customers over the telephone channel. While banks know that relying on conventional knowledge-based authentication (KBA) can leave customer accounts vulnerable to social engineering attacks, many continue to take that risk anyway.

Banking 64

Banking call center professionals Engineering Contact Center 64

TRUSTID

JUNE 14, 2018

The data is collected by fraudsters to build personal profiles they can sell to other criminals, apply for credit cards, or socially engineer banks to takeover customer accounts. When TRUSTID plays with existing technologies it can put banks on a path for becoming multi-factor authentication compliant. .

Banking 50

Banking Engineering call center professionals Call Center 50

TRUSTID

DECEMBER 16, 2018

It’s essential for ensuring their information isn’t used for malicious activity such as account takeovers or identify fraud. But with fraud attacks hitting every industry from every direction, how can we be sure we are doing enough? Contact center agents don’t trust KBA.

Engineering 52

Engineering call center professionals Call Center Accountability 52

Callminer

JANUARY 18, 2021

With the added burden of soaring industry-wide turnover rates, leaders of international call centres must find new ways to keep operations under control while also keeping teams appropriately staffed. ” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Pointillist

NOVEMBER 11, 2019

—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

OctopusTech

SEPTEMBER 9, 2023

It is also called contact center outsourcing where representatives communicate with the customers of a company using live chat, phone calls, email, or other social media channels. As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023.

Best practices 62

Best practices outsourcing Call Center virtual call center 62