Thursday, May 27, 2021 | 1:00 p.m. ET

Contact Center Authentication: A Mystery Shopper's Journey

Aite Group conducted extensive Mystery Shopping calls into various contact centers to find out how customer experience is affected by authentication requirements. What did they discover?

Every call center is different. As a consumer, you will have a different experience calling into one call center versus the other. How does authentication figure in this experience? Some prefer extensive authentication methods, but this can hurt the customer experience. Others might provide customers with more freedom but end up exposing the call center to fraud risk. What is the right balance? We discuss these different experiences during this webinar, including the good, the bad, and the ugly.

Join Aite Group’s Senior Analyst, Shirley Inscoe, and Pindrop’s Chief Marketing Officer, Mark Horne as they unveil the findings.

  • What were some of the good calling experiences? What were the bad ones?  
  • How a bad authentication process could lead to a negative customer experience.
  • Why some firms are creating a competitive advantage in contact centers with frictionless authentication processes.
  • How can firms balance superior customer experience with security and cost.


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