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.

Engineering 52

Engineering call center professionals Call Center Accountability 52

TRUSTID

JUNE 14, 2018

The problem is all of this personal data falls within knowledge-based authentication (KBA) security questions. . With information sharing rampant across multiple social media channels, conventional methods for identifying customers put contact centers at greater risk of fraud and other social engineering scams.

Banking 50

Banking Engineering call center professionals Call Center 50

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.

call center professionals 48

call center professionals Contact Center Engineering Education 48

TRUSTID

MAY 18, 2018

For contact center leaders who lack confidence in conventional knowledge-based authentication (KBA) to accurately validate callers, these concerns have them considering alternative caller authentication solutions for identifying customers over the telephone channel. And rightly so. .

Banking 48

Banking call center professionals Call Center Contact Center 48

TRUSTID

MARCH 25, 2019

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? One area that can help is caller authentication.

Banking 54

Banking call center professionals Call Center Contact Center 54

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.

call center professionals 53

call center professionals Call Center Customer centricity Contact Center 53

TRUSTID

MARCH 29, 2019

With a growing number of threats facing today’s contact centers, the number of call center leaders who are ‘very’ or ‘somewhat’ dissatisfied with their current authentication method rose 50% over the previous year. 54% of respondents want authentication to complete before the call is answered. Want to learn more?

Surveys 48

Surveys Call Center call center professionals Interactive Voice Response 48

TRUSTID

JUNE 30, 2018

Today, agent-based authentication makes up roughly 20 percent of the cost and duration of an inbound call. That’s because contact centers rely on knowledge-based authentication (KBA) that requires telephone operators to ask a series of personal questions to verify each callers’ identity. 50 cents per call.

Call Center 49

Call Center Banking Contact Center Interactive Voice Response 49

Fonolo

JUNE 17, 2015

The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. Curate a knowledge base. What is call center training? Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center.

Call Center 96

Call Center Gamification Coaching Contact Center 96

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Tenfold - Contact Center Blog

JULY 9, 2018

The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction. How does a contact center know it’s consistently delivering high quality service? From a recent poll , over 60% of contact centers track First Contact Resolution as a KPI.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78