Security in the Call Center: Verifying Customer Identities Without the Inconvenience

Date Added: Sep 2009
Format: PDF

Off late many organizations looking to reduce costs, increase efficiency, and provide more self-service options for their customers have driven sales and service to the online channel. While the Internet offers many advantages, the live interaction offered through the Call Center is still a preferred method for many customers looking to conduct business, update their personal information, request a new password or make changes to an account. Organizations have moved rapidly to secure their online channel and implement technology to assure the identities of users accessing services and account information over the Internet.