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7 Tips for Success from Experienced Call Center Professionals

Fonolo

Having the right technology — whether that’s a call-back system to mitigate call spikes or a knowledge-base that helps your agents find answers faster — is the differentiator that will make your contact center successful. No sacred cows … watch out for any processes that are time vampires.”

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10 Effective Strategies to Reduce Call Center Demand

Fonolo

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries.

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Key customer authentication learnings from 2018

TRUSTID

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. The telephone channel remains at high risk. The lack of confidence in KBA is steering the market in a new direction.

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Working together to improve customer relationships

TRUSTID

Today, call center professionals recognize that relying on traditional knowledge-based authentication (KBA) solutions to identify callers is no longer an effective or reliable method for validating customers over the telephone.

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Widespread privacy scandals call for stronger data protection

TRUSTID

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. .

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The benefits of reducing KBA dependency

TRUSTID

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.

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The threat of open information sharing

TRUSTID

The problem is all of this personal data falls within knowledge-based authentication (KBA) security questions. . TRUSTID’s Pre-answer Caller Authentication tool works independently of knowledge-based technologies so banks don’t have to rely solely on identity interrogations to validate callers.

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