Beyond Philosophy
JUNE 30, 2018
Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer experience? The post How Small Things Influence Customer Behavior. appeared first on.
TRUSTID
JUNE 30, 2018
Call center agents are trained to support customers and resolve their issues in a timely manner. So why are they spending so much time interrogating them over the phone? 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.
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