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Optimizing for COVID-19 in the Contact Center

Are you dealing with increased call volume?

Social distancing measures have made it critical for contact centers to find new ways to handle an unprecedented volume of inbound and outbound calls without disrupting the customer experience. Discover how contact centers across the U.S. have found success navigating these challenging times, while keeping customer experience top-of-mind.

Key Takeaways

  • A major inbound call center used pre-answer authentication to improve efficiency and create a frictionless customer experience
  • Call centers increasingly recognize that use of Knowledge-Based Authentication (KBA) has a negative effect on the customer experience
  • Outbound call centers have dramatically improved right-party contact rates by layering phone behavior intelligence on which number a contact is most likely to answer and what time of day, and day of week, the contact is most active on the phone
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