Call centers are starting to move away from KBA as new technologies emerge. The number of facilities looking for alternatives has doubled since 2018, with 17 percent utilizing MFA to better protect against fraud. The need for newer, stringent authentication comes as call centers —...
Banks are turning to tools like voiceprint tech and fingerprint verification to deliver a personalized, yet secure, experience for customers who use their call centers, says TD Bank Head of U.S. Contact Centers Lindsay Sacknoff. In the latest Call Center Commerce Tracker, she discusses how...
The latest Call Center Commerce Tracker looks at how call centers are using artificial intelligence (AI) and biometrics to keep customers satisfied and safe, as well as new voice and visual trends. One of the biggest changes is that call centers are moving away from...
Artificial intelligence (AI) remains one of the most interesting technologies to call centers that are looking to better support and engage customers across their many channels. Whether bank or business, call centers need to make sure they’re providing an innovative, robust experience for the customer...
Slow service doesn't fly when customers connect with airlines across different channels. That's why airlines are turning to artificial intelligence (AI) to give human agents more customer insights and reduce tedious wait times, says Tori Forbes-Roberts, vice president of reservation sales, customer care and digital...
Consumers today want more from customer service than a long wait time and broad answers when getting through to a human agent by phone. To better service a customer base that wants more personalization in their relationships with businesses and merchants, more call centers are...
With each call center generating more than 30,000 hours of interactions weekly, it's nearly impossible for analysts to find valuable customer data among the noise. In the latest Call Center Commerce Tracker, call center provider Genesys' Paul Lasserre, VP of AI, and Gnan Gowda, senior...
Call centers are experiencing increasingly greater volumes, with more than 55 billion agent-assisted calls being handled each year in the U.S. alone. Any business with a call center needs an efficient way to respond to this high volume of customer inquiries. To maximize call centers’...
Millennials have long borne the blame for a variety of problems in commerce, including the decline in popularity of diamonds and certain fast casual restaurants. Now that segment of young consumers — who are not so young anymore, and are approaching peak earning years — are...
