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How pre-answer caller authentication differs from fraud detection
How pre-answer caller authentication differs from fraud detection

I recently had an opportunity to speak to Fast Leader host, Jim Rembach, at Customer Contact Week. The interview gave me a chance to explain the difference between TRUSTID’s Pre-Answer Caller Authentication and other fraud detection tools that focus on finding the very small percentage of fraudulent calls within a contact center’s larger mix of […]

read more Posted on: February 16th, 2018 by Lance Hood
Using physical ownership to strengthen customer authentication
Using physical ownership to strengthen customer authentication

Physical ownership. It’s one way to prove we are the rightful owner of an item in your possession. It’s also catching on as an identity token to validate customers. In the digital age, this makes perfect sense. Aside from a wallet or purse, most of us never leave home without our mobile phone or device. […]

read more Posted on: February 16th, 2018 by Lance Hood
Restoring trust across banking channels
Restoring trust across banking channels

The truth is, consumers never really know when their personal financial details have fallen into the wrong hands. When they do, it’s usually too late. In many cases, consumers don’t realize they’ve been victims of identity fraud until after discovering a mysterious charge on their credit card or receiving a bill for something that was […]

read more Posted on: February 01st, 2018 by Art Barger
How does your bank fight evolving phone fraud?
How does your bank fight evolving phone fraud?

Caller spoofing, in one form or another, has been around for decades. Whether someone is disguising their voice or using advanced spoofing tools to mask their true identity, over time caller spoofing has evolved into many forms. To effectively combat phone fraud, your caller identification processes must evolve, too.  In recent years, telephone fraud has […]

read more Posted on: January 25th, 2018 by Art Barger
Can your contact center build stronger brand identity?
Can your contact center build stronger brand identity?

Just how important is your contact center to your brand identity? If you answered so-so, your brand may be in trouble. In a recent study by Calabrio, “The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era,” call center agents are feeling the effects of changing customer behavior. Nearly a third (32%) of […]

read more Posted on: January 22nd, 2018 by Lance Hood
From intent to execution: The challenge of call center change
From intent to execution: The challenge of call center change

Much like a well-intended New Year’s resolution, executing and achieving contact center goals is not as easy as it seems. Over time, organizations change their business strategies, and once they lose momentum, often times those lofty goals fall to the wayside to new priorities.   According to the article, “Contact Center Priorities for 2018,” only […]

read more Posted on: January 11th, 2018 by Lance Hood