Improving Customer Experience in the Wake of COVID-19
COVID-19 is driving high call volume at government call centers. It doesn't make sense to spend the first 30-60 seconds ...
Untapped Contact Center Technology Opportunities
Consumers expect ease, efficiency, and security from their phone interactions with brands. To deliver, contact centers need new technologies.
Authentication Underpins Ability To Serve Consumer Behavior Shaped by COVID-19
COVID-19 forces consumers to use e-commerce. Merchants that use device-based authentication will improve the buyer’s journey and could earn new ...
Guest speaker Art Schoeller - Inbound Call Center Responses to COVID-19
How are call centers across the U.S. shifting their operations and strategies in response to the coronavirus pandemic? Find out ...
COVID-19 Amplifies Flaws in Conventional Inbound Caller Authentication
Authenticating callers before they hear "hello" is a powerful advantage under normal circumstances. During the COVID-19 pandemic, it’s essential.