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We've Accumulated Resources to Help You Deal With Fraud

Fraud costs don’t start in your finance department. They start in your IVR, online, and occur inside and outside of your contact center. While you are aware of the media reported mega-breaches that plague companies and consumers both, have you considered your contact center’s place in the journey from data capture to fraudulent transaction and account takeover? Read more resources here.

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ON DEMAND WEBINAR

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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.

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Original Air Date : Thursday, May 27 at 1 PM ET / 6 PM BST

Shirley Inscoe

Senior Analyst, Aite Group

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

Chief Marketing Officer, Pindrop

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. He has led high-performing organizations across the B2B cloud, software, and technology landscape. He has a comprehensive background in creating and spearheading strategies and programs that drive marketing planning strategy, brand awareness, customer demand, and revenue growth. Mark has a B.S. in Marketing and Entrepreneurship at Northeastern University in Boston, an MBA from Georgia State, and is an Executive Scholar at Kellogg School of Management.

Webinar Speakers: 

  • What were some of the good calling experiences? What were the bad ones?  

  • How a bad authentication process could lead to a negative customer experience.

  • Why some firms are creating a competitive advantage in contact centers with frictionless authentication processes.

  • How can firms balance superior customer experience with security and cost.

Contact Center Authentication:

Broken to Superb: How Authentication Influences CX

Join Aite Group’s Senior Analyst, Shirley Inscoe, and Pindrop’s Chief Marketing Officer, Mark Horne as they unveil the findings.

With Presenters from Pindrop and NextCaller a Pindrop Company covering:

A Mystery Shopper's Journey

Contact Center Authentication:

A Mystery Shopper's Journey

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.