Often, company leaders struggle to understand the customer experience fully. While having an intellectual understanding of the processes is critical, it isn’t enough to identify pain points proactively.
If you’re wondering about voice ID verification – including what it is, how it works, and how it can benefit your contact center – here’s what you need to know.
Knowledge-based authentication (KBA) is one of the most popular approaches, allowing customer service reps to confirm the identity of a caller by asking questions that only the account holder should be able to answer.
If your customer experience (CX) isn’t meeting expectations, there’s a good chance you’re missing out on opportunities. CX plays a significant role in customer satisfaction and brand reputation, both of which play a role in attracting new business and maintaining existing clients. While updat...
