Top Customer Contact Central Call Center Contact Center Content for Sat.Jun 23, 2018

Sat.Jun 23, 2018

Contact Center Future Shock: Channels May Become Part of Our Past

CX Global Media

JUNE 23, 2018

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. For some, what we explored in the realm of channels is going to be somewhat of a shock. But for us to be customer-centric and relationship focused, continuing to manage in a channel-centric manner has to finally be declared as a company-centric approach.

Contact Center

Contact Center Customer centricity Self service Strategic Value

The two schools of thought for caller authentication

TRUSTID

JUNE 23, 2018

When it comes to caller authentication, there are two schools of thought. How contact centers validate customers may depend on how they answer a simple question: Are fraudsters getting better at defeating today’s caller authentication tools or are traditional authentication methodologies getting weaker? Depending on how you answer may determine your approach to caller authentication.

Banking

Banking Contact Center Call Center Engineering

Sat.Jun 23, 2018

Contact Center Future Shock: Channels May Become Part of Our Past

The two schools of thought for caller authentication

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