Call centers prefer removing agents from authentication process

TRUSTID

Call center agents are trained to support customers and resolve their issues in a timely manner. Today, agent-based authentication makes up roughly 20 percent of the cost and duration of an inbound call. cents per call. cents off every customer call.

The benefits of reducing KBA dependency

TRUSTID

Many contact centers have become complacent in the way they verify customers over the telephone channel. But the fact is, changes are necessary to evolve your contact center. The problem with getting too comfortable with how you identify callers is it can put your customers at risk.

Working together to improve customer relationships

TRUSTID

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?”

Working together to improve customer relationships

TRUSTID

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?”

Working together to improve customer relationships

TRUSTID

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?”

Are you making your customers jump through hoops?

TRUSTID

If you are making your customers answer a bunch of knowledge-based security questions every time they call your contact center, you may be hurting your bank-customer relationships and damaging your brand reputation all at the same time. .

Does your authentication process improve customer engagement?

TRUSTID

Many contact center professionals agree that resolving customer problems takes precedent over any other activity. But how can a call center improve other critical areas such as customer engagement when they are constantly operating in reactive mode?

Widespread privacy scandals call for stronger data protection

TRUSTID

This failure to protect the privacy of individuals’ personal information is increasing consumer demands for banks to use stronger authentication tools to protect their sensitive data.

The threat of open information sharing

TRUSTID

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. Social media, at its core, is a place where people go to connect.

Key customer authentication learnings from 2018

TRUSTID

According to the Identity Theft Resource Center, no corner of the business sector is completely immune to fraud. As long as contact centers continue to rely on knowledge-based authentication (KBA) — and research shows many still do — consumers’ private information is at risk.

Nearshore Spotlight: Colombia

Outsource Consultants

Bogota is the heart of Colombia’s call center industry. Selecting a call center partner is a time-consuming effort where real business consequences are at stake. What’s more, to identify the right call center partner in an exact location is even harder.

The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]

Fonolo

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data.

The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]

Fonolo

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Tracking Your Call Volume Data.