Name
Contact Center Authentication: Delivering Security Without Sacrificing Great Customer Experiences
Date & Time
Monday, September 19, 2022, 10:20 AM - 11:05 AM
Moderator:
Shirley Inscoe
Description

Most calls coming into the contact center (99%) are first answered by the interactive voice response (IVR)unit, and calls are transferred to an agent if the caller’s needs cannot be met in the IVR. Dependable authentication of the caller is necessary for many products and services offered in the contact center channel. While firms want to meet customers’ needs in the IVR to contain costs, many callers cannot be authenticated there and must talk to agents, thereby lengthening the call (and adding cost) to provide adequate security. For many years, almost every contact center used knowledge-based authentication (KBA) questions. Unfortunately, fraudsters intent on taking over an account will call repeatedly until they pass authentication with the correct answers to the KBA questions. At the same time, authentication cannot be too burdensome or good customers will be upset. How does a firm reliably authenticate callers without sacrificing a great customer experience? Join this panel of experts as they discuss methods to authenticate callers in contact centers without adding too much friction to the process.