Aite conducted extensive Mystery Shopping calls into various contact centers to find out how customer experience is affected by authentication requirements. What did they discover?
Every call center is different. As a consumer, you will have a different experience calling into one call center versus the other. How does authentication figure in this experience? Some prefer extensive authentication methods, but this can hurt the customer experience. Others might provide customers with more freedom but end up exposing the call center to fraud risk. What is the right balance? We discuss these different experiences during this webinar, including the good, the bad, and the ugly.
Join Aite Group’s Senior Analyst, Shirley Inscoe, and Pindrop’s Chief Marketing Officer, Mark Horne as they unveil the findings.
Shirley Inscoe is a senior analyst on Aite Group’s Fraud & AML practice, covering fraud and data security issues. Ms. Inscoe brings to Aite Group 30 years of banking experience in enterprise fraud and payments issues. She has served as the chair of the BITS Fraud Reduction Steering Committee and the co-chair of Early Warning Services’ Advisory Committee, and has been a member of ABA’s Deposit Account Fraud and Payment Systems Committees.
Mark Horne is the Chief Marketing Officer at Pindrop. He is a holistic marketing executive with a proven career record of driving strategic development and operational execution of transformational, customer-centric initiatives that impact and support organizations’ mission and growth objectives and has led high-performing organizations across the B2B cloud, software, and technology landscape.
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