Knowledge Base Security

Unymira

Knowledge Base Contact Center SecurityIn the past few years the need for data security has continued to grow in importance. There are now too many to count stories of data breaches that have ended up costing companies millions, even billions in revenue and lost reputation.

What is a Knowledge Base?

Unymira

Knowledge is the lifeblood of a business. Knowledge Base Knowledge Management

Benefits of a Knowledge Base

Unymira

Here we will discuss the benefits of a professional knowledge base. Knowledge Base Knowledge Management

Common Knowledge Base Pitfalls

Insite Managed Solutions

Overcoming Knowledge Management Challenges Knowledge management (KM) should be the hub of an organization. We understand that without an effective knowledge base, employees would struggle to address many complex situations which arise during customer service.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. is based on intelligent understanding of the problems faced by the. based on incomplete information or ambiguous circumstances, and.

Is a Professional Knowledge Base Worth the Investment?

Unymira

A professional Knowledge Base is usually an investment into a new software product that aims to improve processes for a certain department. This article will outline a possible impact that a professional knowledge base can make in a contact center environment.

New report finds dissatisfaction in knowledge-based authentication

TRUSTID

For several years contact center and security analysts have warned about the dangers of relying on knowledge-based authentication (KBA) to identify callers over the phone.

Professional Knowledge Base Versus SharePoint

Unymira

Knowledge is an essential part of every organization. As an organization grows knowledge that is essential to the functioning of the organization is acquired. Customer Service Knowledge Management

New report finds dissatisfaction in knowledge-based authentication

TRUSTID

For several years contact center and security analysts have warned about the dangers of relying on knowledge-based authentication (KBA) to identify callers over the phone.

Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

5 Best Practices on how to implement a Knowledge Base

Unymira

Implementing a Knowledge Base in your organization can be a time-consuming process. Many companies avoid implementing a Knowledge Base because they have had a negative experience with their homegrown solutions or former knowledge initiatives. Knowledge Management

Building the Perfect Knowledge Base Template Article

Comm100

Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service team. The main purpose of a knowledge base is to show customers how to do something with your product or your website and solve a need.

What Is a Knowledge Base and Why Is It Useful?

Comm100

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Internal Employee Knowledge Base.

Knowledge Base Examples: 6 Tips for Clean, Professional KBs

Comm100

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or even for your staff. Knowledge Base Best Practice: Make your main categories and search bar front and center.

Knowledge Base Integration With Live Chat – the Best Recipe for Customer Support

ProProfs Blog

It is important to note that most often this is not the fault of the customer service agent either – it may just happen that they do not have access to the latest information, or they may be relying on their own experience or personal knowledge. The Solution – A Centralized Knowledge Base.

Knowledge Base Template: 5 Easy Steps to Create Your Own from Scratch

Kayako

It turns out the company’s customer service portal has a section called “ Building Instructions ” where customers can search for manuals based on their set number, theme, and year. A knowledge base offers your customers 24/7 support. What is a knowledge base article?

Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support

ShepHyken

You can effectively accomplish that by integrating your knowledge base with live chat software. Therefore, you should really use live chat to its full potential and integrate it with your knowledge base as soon as possible.

What do I Need to Know to Create a Knowledge Base?

Comm100

A knowledge base is a great way of communicating with customers. You might, however, be puzzled as to which architecture to use, choosing between a customer facing and employee facing knowledge base, and what strategies to use. Who Owns the Knowledge?

5 Best Practices for Keeping a Killer Knowledge Base

Kayako

Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. A knowledge base is how you communicate with customers.

5 Ways to Enhance Your Customer Experience with a Knowledge Base

CX Journey

Knowledge base Frequently asked questions (FAQs) Online forums and communities Interactive voice response (IVR) Chatbots And of all these self-service options available, knowledge base is the most-preferred choice of self-service. What is a knowledge base?

Call Centers: Here Are 10 Knowledge Management Mistakes That You May Be Making

Zingtree

Knowledge management is one of the most important business functions in any industry – for call centers, in particular, having an effective knowledge base isn’t just a nice-to-have, it’s necessary. What do you think about the future of knowledge management?

Importance of Training and Development

Fenero

Revenue training development Human Resources Knowledge Base Trainer SOP subject matter experts

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Stop wasting time and money in 2019

TRUSTID

With 86 percent of calls being authenticated by telephone agents, call centers using knowledge-based authentication (KBA) methods are taking an average of 32 seconds longer than they need to.

One size does not fit all

TRUSTID

For example, knowledge-based authentication (KBA) methods use identity interrogations to identify callers. Knowledge-based solutions can also help spot bad actors from accessing private information to gain entry into legitimate customer accounts.

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. There may be no greater responsibility for today’s organizations than protecting their customers’ private data.

Are you keeping up with changing holiday trends?

TRUSTID

Traditional knowledge-based authentication (KBA) methods are not equipped to handle nontraditional consumer habits and fraudulent practices. There’s no question that the holiday rush is a little maddening.

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.

Fraud costs prevailing in mobile transactions

TRUSTID

Unfortunately, for banks that still depend on knowledge-based authentication (KBA) to identify customers, that challenge will continue until they move away from using personal questions to identify customers over remote channels like the contact center.

Intranets Suck: Here’s What the Future of Internal Knowledge Looks Like

Relay Blog

The post Intranets Suck: Here’s What the Future of Internal Knowledge Looks Like appeared first on Relay. Support Customer Service knowledge Knowledge Base service supportIntranets were once considered the best way to share company information internally.

Creating stronger authentication outcomes

TRUSTID

If your contact center still relies solely on knowledge-based authentication (KBA) to validate callers, you may not be doing enough. Your customer data is your contact center’s most valuable asset.

Neustar and TRUSTID collaboration addresses top call center challenges

TRUSTID

Instead, we leverage ownership-based authentication, one of the most powerful credentials for remote authentication, to validate genuine customers over the phone and spot suspicious and risky calls that need further investigation.

Combating global phone fraud

TRUSTID

Adding to that is the fact that many call centers operating in international markets still rely on outdated and risky authentication practices such as knowledge-based authentication (KBA).

How KBA alone puts your customers at risk

TRUSTID

Relying solely on knowledge-based information to verify customers has deteriorated to the point that it can actually put both your customers and your bank’s private information at risk. If there’s one thing that makes us truly unique, it’s our past.

How identity-interrogation impacts your customer relationships

TRUSTID

If agents are required to use knowledge-based authentication (KBA) to validate callers, it can impact a business in several ways, including: Wastes both the customer and agent’s time. Knowledge-based is not where we are going to be in the future.

Protecting your call center against compromised data

TRUSTID

While many financial institutions still use knowledge-based authentication (KBA) to verify customers over the telephone, personal information to identify customers is no longer effective in today’s telephone environment.

Fraud attacks ramp up before the busy holiday shopping season

TRUSTID

This information helps them defeat conventional knowledge-based authentication (KBA) methods that, when used to identify customers over the telephone channel, are defeatable by advanced social engineering scams.

The expanding threat of phone fraud

TRUSTID

Authentication Banking Fraud Call Center Caller ID Spoofing caller authentication fraud impact healthcare KBA knowledge-based authentication multi-factor authentication personal information phone fraud social engineering telephone channel utility industry

Social engineering: the manipulation of trust

TRUSTID

This could be anything from watching what security is in place at a physical location to creating fake profiles to circumvent online or call center knowledge-based authentication (KBA) defenses.

Impatient consumers demand fast, reactive customer service

TRUSTID

Their knowledge-based authentication (KBA) methods for identifying customers over the telephone channel are slow, intrusive, and create a mindfield for customer dissatisfaction and fraud. The bottom line is verifying callers based on what they know is over.

Remove friction from the contact center experience

TRUSTID

When it comes to improving banking efficiencies and protecting customers over the telephone channel, contact center supervisors have traditionally relied on knowledge-based information to authenticate customers.