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...
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....
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...
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...
Call centers are facing the potential of fraud from inside and outside their facilities, and they are taking multi-pronged approaches to tackle these security challenges. At the...
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...
Authenticating a transaction can be a widely varied experience. Call centers, particularly those dealing with financial transactions, have a strong need to be sure that...