#WFH: 3 Ways to Ensure Customer Experience in Restructured Call Centers
Ensuring customer experience in a large organization is often tricky as trainers and trainees, as well as their environments, vary. However, in the contact center, significant opportunities exist in customer experience due to self-service options in the IVR and customer experience professionals who are trained specially for customer satisfaction. As call centers restructure themselves to […]
Same Tactics, Different Scripts: What Contact Center Fraud Sounds Like in the Age of Coronavirus
Fraudsters thrive during periods of chaos and uncertainty. Any disruption to the status quo provides an opportunity to seize sensitive consumer data and leverage it against individuals and their financial institutions. Significant increases in phone, text and email phishing are enabling fraudsters to take advantage of the current financial uncertainty and public health concerns. Access […]
Multifactor Authentication is Imperative
Multi-factor authentication is prevalent in today’s world. From email to bank logins, many companies have employed tools like 2-factor verification to make their services more secure. As the world moves to one where the majority of interactions may happen online and through the phone channel, out of necessity, the proper identification of users and customers […]
How to: Optimize Enrollment for Enhanced Authentication Right Now
Multifactor Authentication has many advantages; however, effectively getting consumers enrolled in authentication activities is mission-critical for contact center security professionals. The optimization of enrollment processes contributes to optimal authentication abilities and cost savings. The optimization of these processes leans heavily on passive approaches as it removes barriers and overcomes objections of consumers; enrollment optimization ultimately […]
The 5-Point Customer Experience Health Check for Contact Centers
The 5-Point Customer Experience Health Check for Contact Centers Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center? Here are five areas to quickly assess how your business is doing in a CX driven world of 2020. 1. Does Your CRM Need […]
MACHINE LEARNING BEATS HUMANS IN SPOTTING SYNTHETIC VOICES
As humans, we often overestimate our performance. This phenomena has been studied so often, it has a name: the Dunning-Kruger effect. The Dunning-Kruger effect states that we have a cognitive bias in believing we are smarter than we actually are. We naturally overestimate our own abilities. We are obsessed with all things voice here at […]
The Geography of Phone Fraud: Where Do Phone Scams Come From?
How can you tell if an attacker is on the phone line? According to our latest phone fraud report, one of the key giveaways is where the call is coming from. After analyzing millions of calls, Pindrop Labs found that 64 percent of fraud calls originate in a country other than the country of the […]