TRUSTID
AUGUST 30, 2018
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.
TRUSTID
JUNE 14, 2018
In other words, these personal nuggets are gold to social engineers. 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. This is pretty much the standard that we’ve seen.
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TRUSTID
DECEMBER 16, 2018
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. Contact center agents don’t trust KBA. Contact center agents don’t trust KBA.
TRUSTID
APRIL 24, 2019
So when it comes to identifying customers over the telephone channel, validating callers early in the authentication process works to the advantage of contact centers. By verifying callers before a phone agent picks up, contact centers can remove the risk of account takeovers and other fraudulent activity.
TRUSTID
JULY 24, 2019
Call center professionals are constantly trying to secure their private data while improving their customer experience. According to the Customer Contact Week special report, “Evaluating Call Center Authentication,” customer qualification processing flaws continue to lurk across the voice-dominated landscape.
pindrop
JUNE 10, 2020
How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. For contact centers, a real-world example could be gleaned from AI improperly trained on international calls. Bias exists everywhere in our society. What is Bias, and Why Does it Matter in Technology?
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