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Establishing Trust in Inbound Callers

Not All Greens Are Created Equal

According to a recent study, 1 out of 4 consumers struggle to get in touch with an organization when they want to get an inquiry resolved. In the wake of COVID-19, it has become increasingly difficult for customer service department to manage increased and sporadic call volume. It is even more difficult when customer service agents do not have the necessary tools and information to authenticate calls, and proactively anticipate data-driven solutions to customer inquiries.

In this webcast discover:

  • Need-to-know consumer trends in the customer service market
  • How to build better customer experiences via the phone channel
  • The differences between probabilistic and deterministic caller authentication
  • How to ensure trust and authentication, and retain more customers
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