pindrop

AUGUST 16, 2021

Knowledge Based-Authentication (KBA) questions attempt to validate identity using information that, in theory, only the account owner could answer. Static knowledge-based authentication is the use of questions with presumably unique answers that should be specific to you – for example, “What is your favorite food?”

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Connecting the Dots

SEPTEMBER 7, 2020

Applied necessary knowledge and used knowledge base effectively – did the employee accurately respond to the problem, providing detail from the knowledge base as needed? Effective listening – did the employee use active listening, reflecting back and confirming key facts? Choosing The Right Survey.

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

Applied necessary knowledge and used knowledge base effectively – did the employee accurately respond to the problem, providing detail from the knowledge base as needed? Effective listening – did the employee use active listening, reflecting back and confirming key facts? Choosing The Right Survey.

Surveys 48

Surveys Education Calibration Contact Center 48

Callminer

SEPTEMBER 5, 2017

The current trend of website optimization through A/B testing, guiding users with AI chat bots, and creating communities and knowledge bases for self-help, leave a call center manager wondering whether customers still need human assistance at all. Almost all products and services are purchased online these days.

Call Center 140

Call Center call center software outsourcing Coaching 140