Customer Authentication, Identity Resolution, and Voice Biometrics are one of the most frustrating aspects of contacting any company that can be .. Read more proving who you are. Customers are well aware of identity theft, security issues, and privacy concerns, so they are willing to put up with the interrogation, but that doesn’t mean they enjoy it. In fact, this first bit of friction can transform annoyance into anger if information needs to be repeated or if initial attempts at resolution fail. Plus, an opportunity for personalization and efficiency can be wasted when a customer reaches out using a different device.
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