call center professionals Knowledge Base Personalization 
CCNG
MAY 11, 2022
If you interact with call center agents in the U.S., then you know firsthand the diverse makeup of the agent population - from millennials to individuals near retirement age and career call center professionals to persons seeking short-term employment. What is the general perception of call centers?
TRUSTID
AUGUST 30, 2018
While banks know that relying on conventional knowledge-based authentication (KBA) can leave customer accounts vulnerable to social engineering attacks, many continue to take that risk anyway. Asking customers a series of personal questions was enough to confirm that the caller was who they claimed to be.
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TRUSTID
JUNE 14, 2018
To engage and get the conversation going, individuals share personal information about themselves, including their full name, address, phone number, hometown, name of pet, and favorite restaurant, to name a few. The problem is all of this personal data falls within knowledge-based authentication (KBA) security questions. .
TRUSTID
MAY 18, 2018
This failure to protect the privacy of individuals’ personal information is increasing consumer demands for banks to use stronger authentication tools to protect their sensitive data. The Facebook-Cambridge Analytica privacy scandal is the latest in an unprecedented wave of massive data breaches that have occurred over the past few years.
TRUSTID
APRIL 21, 2019
Today, call center professionals recognize that relying on traditional knowledge-based authentication (KBA) solutions to identify callers is no longer an effective or reliable method for validating customers over the telephone.
Fonolo
JUNE 17, 2015
Curate a knowledge base. What is call center training? Call center training is any course, seminar, video, coaching session or other activity that teaches the skills and behavior required for success in a call center. The best type of call center training is hands-on.
TRUSTID
MARCH 25, 2019
Call center professionals need to consider the bigger picture when creating an effective, cost-efficient security strategy that enhances customer engagement. The challenge today is many contact centers still rely on traditional forms of caller validation such as knowledge-based authentication (KBA).
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