article thumbnail

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?”

article thumbnail

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?”

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

The benefits of reducing KBA dependency

TRUSTID

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
article thumbnail

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?”

article thumbnail

The threat of open information sharing

TRUSTID

To engage and get the conversation going, individuals share personal information about themselves, including their full name, address, phone number, hometown, name of pet, and favorite restaurant, to name a few. The problem is all of this personal data falls within knowledge-based authentication (KBA) security questions. .

Banking 50
article thumbnail

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. And rightly so. .

Banking 48
article thumbnail

Does your authentication process improve customer engagement?

TRUSTID

Call center professionals need to consider the bigger picture when creating an effective, cost-efficient security strategy that enhances customer engagement. Solving problems faster creates additional phone time for agents to talk about products that can help with other banking needs.

Banking 54