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...
Catering to the needs of tech-savvy consumers means providing customer service that’s quick and adaptive, regardless of the channel. Automation, artificial intelligence (AI) and similar technologies can offer that adaptability, but they should not be used as a fix or alternative to human interaction. According...
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. With this shift in consumer behavior, call...
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...
The rate of contact center fraud has skyrocketed recently, growing by 350 percent during the past four years. For call centers, dealing with this growing issue requires a multi-pronged approached, complete with defense to beat attacks coming from both outside and inside the company. That...
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...
Call center service providers are increasingly automating their processes to speed up their payments acceptance, while reducing associated costs. Debt collection agencies, for one, increased their use of interactive voice response (IVR) by 8 percent over the last year. However, as call centers are upping...
