Skip to Main Content

“What Was Your First Dog’s Name?” And Other Ways to Annoy Your Customers

25 | Jun

We all joke that it’s a wise idea to stay away from politics and religion in most conversations unless you’re pretty sure of how that’s going to work out, so let me offer up another topic you can spring on people if conversation lags: ask them about the weirdest or most frustrating “identity verification” process they’ve been through. My mother was irked recently when an agent asked her who her favorite movie star is. She doesn’t even know, so how in the world would an agent be able to verify her identity on that? I had an exasperating interaction trying to buy international flights for my entire family (pre-COVID, obviously) when after an hour of setting everything up, my credit card rejected the payment, because it was mistakenly flagged as fraudulent. Grrr. The point is, everyone has a story here and it’s guaranteed to keep a conversation going. Why do we put up with this? Everyone hates it, but we all live with it, because there really hasn’t been an alternative. And it can’t be just the callers that loathe it. You’ve got to believe that agents hate it too, and that it drives Contact Center leaders nuts because it puts a damper on their efficiency, cost, CSAT and security KPIs. Bottom line: The traditional way we’ve established identity is broken.

Related Posts

In A Trustless World, A New Software Platform and Network Aims to Broker Confidence Between Customers and Brands Leveraging ‘Zero Knowledge’
25 | Jun

At a time when cybersecurity companies are rolling out zero trust offerings, to ensure only those people and machines who are fully authoriz...

Read Article
Journey Unveils Award-Winning Trusted Identity Platform
23 | Jun

Journey has designed a completely new approach to solving the digital identity challenge throughout every customer interaction using an inno...

Read Article
Journey: Why You Need to Know This CX Identity Innovator
23 | Jun

Customer experience (CX) startup Journey officially came out of stealth mode today with the launch of its innovative cloud identity service,...

Read Article