How Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center

pindrop

Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. . As fraud tactics evolve to adapt to the changing landscape in which businesses are operating, sophisticated technology solutions can help contact centers proactively address fraud. Millions of calls flow through the IVR, and far fewer of these calls ever reach an agent.

How Identifying Key Behaviors in the IVR Helps Predict and Reduce Fraud in the Contact Center

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Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. One typical example of IVR fraud is referred to as “Man in the Call.” .

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8 cross-industry knowledge management strategies to leverage during a crisis

Talkdesk

By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual. Creating customized call flows help get new employees up to speed faster and assist customers sooner.

#WFH: 3 Ways to Ensure Customer Experience in Restructured Call Centers

pindrop

However, in the contact center, significant opportunities exist in customer experience due to self-service options in the IVR and customer experience professionals who are trained specially for customer satisfaction. . As call centers restructure themselves to fit social distancing needs, call center leaders should consider how they can ensure customer experience in every agent’s home as well as their brick and mortar call centers. .

Step up Customer Assistance with Live Video Support

TechSee

A growing number of brokerages and financial planning firms, including Bank of America and TD Ameritrade are following suit, offering financial advice with a personal touch via online video chat support. Drives contact center and operational excellence:reduces truck rolls, lowers NFF returns, improves FCR. Drives contact center and operational excellence:reduces truck rolls, lowers NFF returns, improves FCR.

APIs 122

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes. Call Recording for Cost Savings – How? For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.