TRUSTID

APRIL 21, 2019

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?”

call center professionals 56

call center professionals Banking Call Center Contact Center 56

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 problem is all of this personal data falls within knowledge-based authentication (KBA) security questions. . 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.

Banking 50

Banking Engineering call center professionals Call Center 50

TRUSTID

MAY 9, 2019

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?”

call center professionals 48

call center professionals Banking Call Center Contact Center 48

TRUSTID

APRIL 16, 2019

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?”

call center professionals 48

call center professionals Banking Call Center Contact Center 48

TRUSTID

DECEMBER 16, 2018

It’s essential for ensuring their information isn’t used for malicious activity such as account takeovers or identify fraud. According to the Identity Theft Resource Center, no corner of the business sector is completely immune to fraud. Contact center agents don’t trust KBA. Contact center agents don’t trust KBA.

Engineering 52

Engineering call center professionals Call Center Accountability 52

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