When it comes to interacting with call centers, consumers have become increasingly comfortable with automation. In fact, customers are starting to chafe at traditional authentication methods: 74 percent agree that a fingerprint or voice identifier will protect their personal information better than a traditional password...
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Consumers have seemingly grown more comfortable interacting with automated and artificial intelligence (AI)-enabled interfaces when dealing with call centers. In fact, consumers have reported higher satisfaction with call centers that employ AI than with those that do not. Get the Full Story Complete the form...
Consumers want to look their best for all kinds of occasions — whether that entails taking holiday photos, the first day at a new job or going to a yoga class. Getting the right style often means turning to trusted brands to help them look...
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In the aftermath of natural disasters like Hurricane Florence, insurance call centers must also rush to accommodate the surge of incoming calls. In the latest Call Center Tracker, Allstate SVP Carla Zuniga explains how AI can help agents resolve complicated queries and speed up onboarding,...
Governments may not be known for keeping up with cutting-edge technology, but that doesn’t mean they don’t take note of the trends — especially when it comes to tools for collecting revenue. With the global speech-based interactive voice response (IVR) software market predicted to rise...
Call centers are under attack by fraudsters. In the latest Call Center Commerce Tracker, PYMNTS examines the latest strategies for fighting back, including voice authentication and anti-spoofing techniques. Plus, Michael Kropidlowski of Aspect tells PYMNTS how masking tools are helping to mitigate one of the...
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