TRUSTID

MARCH 29, 2019

As business leaders learn more about fighting fraud by better understanding shifts in fraud tools and tactics, our newly released 2019 State of Call Center Authentication survey helps answer these and other important questions around today’s call center threat landscape. Want to learn more?

Surveys 48

Surveys Call Center call center professionals Interactive Voice Response 48

Fonolo

NOVEMBER 8, 2022

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. DID YOU KNOW?

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

CCNG

MAY 11, 2022

If you interact with call center agents in the U.S., then you know firsthand the diverse makeup of the agent population - from millennials to individuals near retirement age and career call center professionals to persons seeking short-term employment. Is the call center job harder or easier today than years ago?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

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

Engineering 52

Engineering call center professionals Call Center Accountability 52

TRUSTID

APRIL 21, 2019

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.

call center professionals 56

call center professionals Banking Call Center Contact Center 56

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

JUNE 14, 2018

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.

Banking 50

Banking Engineering call center professionals Call Center 50