TRUSTID

MARCH 29, 2019

As business leaders learn more about fighting fraud by better understanding shifts in fraud tools and tactics, our newly released 2019 State of Call Center Authentication survey helps answer these and other important questions around today’s call center threat landscape. Want to learn more?

Surveys 48

Surveys Call Center call center professionals Interactive Voice Response 48

TRUSTID

APRIL 21, 2019

While customers certainly demand and appreciate that their bank takes the necessary steps to ensure their accounts are safe and protected from fraud, how they do that can impact their experience. One of the main customer complaints is in the authentication process.

call center professionals 56

call center professionals Banking Call Center Contact Center 56

TRUSTID

MAY 9, 2019

While customers certainly demand and appreciate that their bank takes the necessary steps to ensure their accounts are safe and protected from fraud, how they do that can impact their experience. One of the main customer complaints is in the authentication process.

call center professionals 48

call center professionals Banking Call Center Contact Center 48

TRUSTID

APRIL 16, 2019

While customers certainly demand and appreciate that their bank takes the necessary steps to ensure their accounts are safe and protected from fraud, how they do that can impact their experience. One of the main customer complaints is in the authentication process.

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.

Engineering 52

Engineering call center professionals Call Center Accountability 52

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Callminer

JANUARY 18, 2021

” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226