Resources White Paper/Article
It’s about way more than saving 1 minute per call.
No question, when we’re talking about call centers, time is indeed money. The more efficiently a center or agent can successfully field customer inquiries, the better the traditional KPIs. Period. But faster calls are just the tip of the iceberg when it comes to maximizing your call center investments. There’s also fraud prevention, improving outbound connection rates, streamlining regulatory compliance, and customer satisfaction. Not to mention the very real cost of hardened physical contact centers and the agility required to adjust to unexpected swings of all sorts. Fortunately, there’s a key to unlock improved performance across all these metrics – Trusted Identity. Specifically, Journey and the power of Zero Knowledge. If you’ve never heard of Zero Knowledge, and think it sounds like a bad thing, keep reading.