There is a perfect storm brewing during this time of COVID-19 as the contact center and CX industries have been forced to pivot to Work From Home models, converting hundreds of thousands of agents around the world to remote employees, even as engagement volumes are skyrocketing, and cyber attacks designed to steal private information are pervasive.
Customer service organizations were already grappling with more complex regulations designed to protect consumers from fraud, causing Average Handle Times (AHTs) to rise, and deepening the frustration across all the participants – customers, agents, contact center operators, and the brands and agencies working hard to make life easier – not harder.
Time is money, and the complexities associated with security have driven up expenses, and many software and security companies have been working to automate authentication and identity verification to solve for the increasingly difficult challenges.
