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Invest in Authentication: Protect Your Contact Center and CX

May 13, 2022

Via: No Jitter

Security solutions vendor Pindrop last month released its 2022 Voice Intelligent and Security Report. According to Pindrop’s controlled study, 42% of customers are satisfied with the identification process required to access accounts via phone call with customer service, while 52% are satisfied with online access.

No Jitter recently interviewed Ben Cunningham, director of product marketing at Pindrop, about how fraudsters exploit the disconnect between call centers and customers. Cunningham also discusses how contact centers can improve the phone channel customer experience, how contact centers can protect themselves from data breaches that may damage the customer relationship, and what contact centers should do to repair and restore customer trust in the aftermath of a data breach.

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