Things You Can Do to Improve Your Contact Center’s CX
In today’s technology-obsessed world, the way customers communicate with businesses has changed. In addition to the good old phone call, we now also have email, mobile apps, live chat, and social media channels. Still, despite the availability of a variety of communication channels, the phone call still plays a vital role in customer experience. The […]
How to Make KBA’s Work for Your Contact Center
Knowledge Based-Authentication (KBA) questions attempt to validate identity using information that, in theory, only the account owner could answer. Knowledge-based authentication comes in two flavors: Dynamic knowledge-based authentication is the use of publicly available information to verify identity, where the questions are updated as your public information changes. An example would be “Which of these […]
Colonel Mustard in the Contact Center, with a Cell Phone!
Fans of the board game turned cult classic film Clue, or Cluedo as it is known in other parts of the world, know it is a crime-solving game where participants use clues to determine the suspect, location, and weapon to solve the case that brings back fond memories of tracking down bad guys. In the […]
Account Risk Adds a New Dimension to Fight Fraud
Today’s fraud tools are typically designed to focus on real-time prevention at the customer access point. Limiting fraud detection to look at real-time events can miss a bigger picture of fraud. Knowing whether a caller can be trusted is critical, but what about the account they are trying to access? Has that account been accessed […]
The 2021 Caller Authentication Guide for Contact Centers
Contact center authentication defends your business, but many leaders are struggling with choosing the best type of authentication solution for them. In addition, recent shifts to massive swarths of the workforce staying home have created new challenges in security, workforce optimization, and consumer behavior. We’ve organized a collection of tools, assets, and other resources to […]
Next Caller Inc. Joins the Pindrop Family
Today marks a significant milestone for all of us at Pindrop. As we announce our first acquisition, we welcome industry peers, Next Caller Inc., into the Pindrop family. Next Caller will become a Pindrop company and, while they will continue as a separate but complementary business, our new partnership will extend our leadership in the […]
Contact Center Authentication: Your Guide for 2021
Contact center authentication defends your business, but many leaders are struggling with choosing the best type of authentication solution for them. In addition, recent shifts to massive swarths of the workforce staying home have created new challenges in security, workforce optimization, and consumer behavior. Contact Center Authentication Provides First Line Defense KBAs? multi-factor? Passive or […]
Contact Center Network Vulnerabilities: IVR Security Best Practices for Fighting Fraud in 2021 and Beyond
As the contactless economy evolves from necessity to preferred – the lines between fraud attacks have been blurred. Increasingly criminals have begin stitching together information from social media and professional networks to target consumers and your employees. Staggering rises in call volumes have helped to hide network vulnerabilities originating from unmonitored customer service tools like […]
How to Avoid Fraud and Service Gaps While Building a Sustainable Contact Center Strategy for the Future
The financial services industry is reacting in real-time as widespread telecommuting and a general environment of confusion has exposed an uptick in fraudulent activity and a higher susceptibility to customer service disruption. The challenges facing today’s financial institutions go beyond the obstacles inherent in transitioning whole segments of the workforce to remote working. During a […]