2015: Isn’t it time you automate your authentication process?
2015: Isn’t it time you automate your authentication process?

With customer service calls on the rise, one of the biggest contact center challenges for 2015 will be reducing call handling and waiting times. Strategies will include investing in multi-channel solutions that allow customers to easily make payments or perform other functions like money transfers by themselves. Automated systems will also help financial institutions reduce […]

read more Posted on: January 01st, 2015 by Art Barger
What are your 2015 call center resolutions?
What are your 2015 call center resolutions?

The new year is when we commit to live healthier, more productive lives. For call centers, this translates into improving the safety and efficiency of our customer experience. While these are certainly top priorities for any contact center, achieving them in an increasingly complex customer environment is not always easy. The truth is, call centers […]

read more Posted on: January 22nd, 2015 by Art Barger
Ownership: A key driver for authenticating inbound calls
Ownership: A key driver for authenticating inbound calls

Whatever the Caller ID or ANI says on any inbound call to your contact center, how do you know where that call is actually coming from? This is a question all call center managers ponder. Knowing the exact location of the calling device, whether it’s a mobile or landline telephone, can say a lot about […]

read more Posted on: January 29th, 2015 by Art Barger
What do corporate data breaches mean for call centers?
What do corporate data breaches mean for call centers?

The biggest corporate data breaches of 2014 accounted for nearly half a billion stolen customer records. With everything from proprietary information, credit card numbers, login credentials and other sensitive customer data in the hands of thieves, then passed along to other criminals purchasing the stolen credentials from underground websites, more than ever all customer channels need to […]

read more Posted on: December 24th, 2014 by Art Barger
Customer calls still top the list of inbound communications
Customer calls still top the list of inbound communications

While there’s been a lot of talk about call centers adopting multi-channel communications to assist customers, a recent ContactBabel study showed that telephony traffic represents over 70 percent of all inbound communications to contact centers. And with 99 percent of survey respondents currently using live telephone agents today, ContactBabel predicts that the number of live inbound […]

read more Posted on: January 08th, 2015 by Art Barger
Automating the verification process can curb provisioning fraud
Automating the verification process can curb provisioning fraud

Thanks to the new Apple Pay mobile payment system, financial institutions and card issuers are learning some valuable lessons in call center fraud preparedness. As millions of consumers set up Apple Pay credit and debit card accounts through their banks, Apple’s card approval process consists of three different paths. The green path automatically approves cards. […]

read more Posted on: March 05th, 2015 by Art Barger
Can your call center generate revenue?
Can your call center generate revenue?

The call center is primarily used for customer service. But we at TRUSTID have always challenged the idea of the call center simply being used as a customer service tool. We believe it can be more. This is why we’re continuously asking ourselves that if you can resolve customer issues faster, can the time you […]

read more Posted on: January 15th, 2015 by Art Barger
Do you need to authenticate customer calls faster?
Do you need to authenticate customer calls faster?

Google’s public policy manager, Verity Harding, recently spoke to lawmakers in Brussels about the overwhelming process of screening video posts on its popular website, YouTube. With nearly 13 days of new content posted every minute, the challenge of screening all new posts is daunting, if not impossible. In the article, “The Tremendous Task of Policing […]

read more Posted on: February 05th, 2015 by Art Barger
Are you unknowingly rolling the dice when identifying callers?
Are you unknowingly rolling the dice when identifying callers?

When a telephone agent picks up an unauthenticated customer call, your entire contact center operation is essentially rolling the dice on who they are talking to. Sure, they’re armed with a list of security questions designed to verify the caller’s identity. But today, those challenge questions are about as effective as trusting the name on […]

read more Posted on: February 12th, 2015 by Art Barger
Is your authentication process damaging the goodwill of your customers?
Is your authentication process damaging the goodwill of your customers?

Want to engage your customers and keep them coming back? Who doesn’t, right? The answer is quite simple — don’t put them through unnecessary authentication processes that prolong answers to their pressing questions. When your banking customers call your contact center, they’re looking for answers. The reason they’re phoning in is they know talking with […]

read more Posted on: February 19th, 2015 by Art Barger
Building trust through a better banking experience
Building trust through a better banking experience

For the financial services and banking industries, trust is an incredibly valuable asset. When consumers trust your brand, it’s a good sign that your organization is running on all cylinders. You’re consistently meeting their demands around things like functionality, performance and customer service. When trust levels drop, however, it’s usually an indicator of how you’re […]

read more Posted on: February 26th, 2015 by Art Barger
Don’t let social engineering spread fraud across your enterprise
Don’t let social engineering spread fraud across your enterprise

Each day, banks are challenged with identifying and stopping cross-channel fraud. With some financial institutions acknowledging that up to 30 percent of cross-channel fraud they experience originates in the call center, this illustrates the widespread damage criminals can create across an enterprise after they’ve socially engineered a telephone agent. This means that while fraud may start […]

read more Posted on: March 19th, 2015 by Art Barger
The three most dangerous words in telephone authentication
The three most dangerous words in telephone authentication

Believe it or not, criminals make investments, too. Like any other sound business practice, they invest their time and money in information that will get them the biggest bang for their buck. That’s because the underground economy is by and large about making money. Their methods, however, are illegal in every way. So, you may […]

read more Posted on: March 12th, 2015 by Art Barger
How long can data breaches affect your call center security?
How long can data breaches affect your call center security?

How do data breaches impact contact centers? That’s a question we should all be asking ourselves. If we’re not careful, recent hackings like the one against health plan carrier, Premera Blue Cross, can threaten our call center security and business profits for years to come. In the article, “Another Massive Health Data Hack,” Premera said […]

read more Posted on: March 26th, 2015 by Art Barger
Are helpful agents harmful to your call center?
Are helpful agents harmful to your call center?

To stay successful, businesses need to provide exceptional customer service. There’s really no way of going around it. Delivering exceptional customers service requires more than a clever marketing campaign. When it comes to daily customer service, call centers truly need to walk the talk. Done right, it can be a huge competitive differentiator that separates […]

read more Posted on: February 13th, 2014 by Art Barger
Can happy call center agents really enhance productivity?
Can happy call center agents really enhance productivity?

We often look at customer satisfaction to determine how our call center is performing. We figure, if our customers are happy, our operations must be doing something right. While our customers certainly hold the key to our business success, retaining happy employees and reducing call center turnover rates says something about our business operations, too. […]

read more Posted on: March 19th, 2014 by Art Barger
When your banking customers are on the line
When your banking customers are on the line

Despite all the warnings and the federal recommendations around identifying customers online and over the telephone channel, it’s hard to believe that having true, two-factor authentication is still a challenge for some banks. Well, if industry regulations or security threats aren’t enough to get financial institutions to adhere to today’s authentication best practices, then maybe […]

read more Posted on: February 20th, 2014 by Art Barger
All banking channels need to be prepared for customer impersonators

I’ve often spoke about the many dangers of depending on personally identifiable information (PII) for customer authentication. As we recently learned from the high-profiled credit report celebrity hacking, relying on accessible personal information such as date of birth, mother’s maiden name and Social Security number can put a company’s customers and corporate data at serious […]

read more Posted on: March 19th, 2013 by Art Barger
Using automated caller authentication to transform the customer experience

There’s always been this notion that once a process or system is automated, the people who once performed that task will soon be out of a job. While some tools have certainly earned that reputation, when it comes to automating customer authentication over the telephone, it’s not about replacing people. Rather, it’s about proactively detecting […]

read more Posted on: March 13th, 2013 by Art Barger
Researchers find flaw in two-factor authentication system

The idea behind two-factor authentication is to provide a multi-layered security defense that allows good users to safely access their accounts while preventing criminals from illegally accessing other peoples’ accounts. In theory, this is a sound method that many of today’s financial institutions use to authenticate their customers over various banking channels. Implementing more effective […]

read more Posted on: March 06th, 2013 by Art Barger
Security processes should not compromise customer service

For financial organizations that provide a service, what is it that keeps customers coming back? Since a product is not the competitive differentiator, is it speed? Convenience? Exceptional customer service? How about customer trust and confidence? And where does security factor in? For financial institutions, the answer to these questions could very well be all […]

read more Posted on: February 27th, 2013 by Art Barger
How pre-answered caller authentication helps prevent telephone bank fraud

Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door. What I […]

read more Posted on: February 20th, 2013 by Art Barger
Is Caller ID enough to authenticate your banking customers?
Is Caller ID enough to authenticate your banking customers?

When your bank receives a customer email, your authentication team has several identifiers to help determine if the email is trustworthy or not. The sender’s email is typically the first thing we look at to determine who the person is. The name on the email is another indicator of who might be contacting us. The […]

read more Posted on: May 29th, 2014 by Art Barger
Phone-based authentication should enhance the customer experience, not erode it

Should banks add phone-based authentication? Any financial institution that provides services over the telephone channel needs to have some way to authenticate every call coming into their call center. While the answer to that question is pretty evident, the bigger question banks should be asking themselves is what type of solution best fits their business […]

read more Posted on: March 27th, 2013 by Art Barger
Are you relying on outdated authentication tools?

Those of us in the telephone authentication industry can see the shortcomings of the different types of customer identification methods. While this has been evident for some time now, what continues to be an uphill battle is educating financial institutions about the risks of using outdated and ineffective authentication tools to identify customers over the […]

read more Posted on: April 03rd, 2013 by Art Barger
Call centers warned about Telephony Denial-of-Service (TDoS) attacks

Imagine a call center without the ability to take inbound calls or make outbound calls. That’s the impact that growing Telephony Denial of Service (TDoS) attacks can have on targeted call centers. Sort of the cousin to online DoS attacks, TDoS as designed to incapacitate call centers after initial calls for fraudulent transactions are made. […]

read more Posted on: April 10th, 2013 by Art Barger
Alternative authentication methods needed in today’s call center environment

The need for alternative methods to identify customers over the telephone has been a long time coming. In my opinion, every day that a bank waits to add new authentication solutions into the mix is another day criminals can take advantage of defeatable security tools. You see, crooks want financial institutions to continue to use […]

read more Posted on: April 17th, 2013 by Art Barger
Study finds banks not meeting customer demands

Customer service has always been at the root of customer satisfaction. In the financial services industry, without providing an exceptional customer experience banks simply won’t be able to retain current customers or attract new ones. While we known the impact dissatisfied customers can have on a bank’s brand and overall success, a recent study by […]

read more Posted on: April 24th, 2013 by Art Barger
Contact centers taking a lead role in the overall banking experience

Long are the days of waiting in long lines to cash checks or make routine bank deposits. In today’s multi-channel marketplace, the way customers want to bank is changing, and in turn, so are the ways financial institutions service customers. For many of us, walking into our bank’s branch office is becoming a rare occurrence, […]

read more Posted on: May 01st, 2013 by Art Barger
The cost of bank fraud and operational inefficiency

When we talk about call center authentication, we’re essentially talking about two things — accuracy and efficiency. Sure, there are many tools that are designed to identify customers in their own way. But what differentiates one solution from another is the speed and accuracy that it takes to validate calls. In the end, authenticating customers […]

read more Posted on: May 08th, 2013 by Art Barger
Authenticating caller party numbers shouldn’t be a masquerade ball

The challenge of spotting criminals over the telephone channel often plays out like a game of cat and mouse. Crooks use false information to mask their true identities. After spoofing their caller ID to make it look like someone else is calling, they try to convince call center agents they are genuine banking customers. Armed […]

read more Posted on: May 15th, 2013 by Art Barger
Addressing customer needs first improves the overall banking experience

When it comes to call center operations, time is money. With contact centers handling over 50 billion customer calls each year, this is anything but an understatement. The recent article, “British IT Pro ‘Cracks’ Call Center Menus,” explores some interesting aspects of call center efficiency, including the cost that navigation menus can have on UK […]

read more Posted on: May 22nd, 2013 by Art Barger
Changing with the times only way to improve call center security, customer service

Financial institutions have long relied on IVR (interactive voice response) systems and contact center agents to authenticate and route callers to the appropriate operator or voice option. While these methods have served call centers well through the years, their reliability and efficiency have waned over time. Much of this is due to more sophisticated social […]

read more Posted on: May 29th, 2013 by Art Barger
How much does the call center experience impact business revenues?

Transforming customer care is all about changing mindsets. It’s about figuring out how we can do things better, faster and more cost-efficient, then convincing upper management about the true financial benefits it can provide the organization. While every call center manager knows this, the challenge of actually implementing new ways of doing things can sometimes […]

read more Posted on: June 05th, 2013 by Art Barger
How authentication technology helps banks meet customer demands

Meeting today’s banking demands requires financial institutions to increase efficiency, enhance security and provide exceptional customer service. This is no easy task for banks dealing with an increasing number of customer calls and more sophisticated security challenges around every corner. The recent Bank Systems & Technology article, “Security, Efficiency, Service: Communications and the Banking Industry,” […]

read more Posted on: June 12th, 2013 by Art Barger
Creating a culture of trust

We know that every ring, every greeting and every second counts in the overall call center experience. Putting anything else ahead of the customer’s time, their needs and trust will have a significant impact on the customer’s loyalty to your company. And that’s something none of us can afford to lose. When it comes to […]

read more Posted on: June 19th, 2013 by Art Barger
Consumers, call centers run ongoing risk of phone fraud

Anyone who has a landline or mobile phone is at risk of phone fraud. Any business or financial institution that uses multiple phone lines or a call center for customer service can also run a high risk of being duped by social engineers. I’m not implying that the risk of a business being victimized by […]

read more Posted on: June 26th, 2013 by Art Barger
What a few seconds can save on your call center operations

For many bank contact centers, identifying a caller within 10, 15 or 30 seconds into a conversation is considered a success. Quickly routing a call to the appropriate agent or blocking it once it’s identified as fraudulent or suspicious is always a good thing. But anytime you have to authenticate a call after the phone […]

read more Posted on: July 03rd, 2013 by Art Barger
Real-time telephone authentication needed to identify risky in-bound calls

Card-not-present (CNP) fraud and account takeover typically refer to online crimes, but an increasing number of criminals are targeting call centers to perpetrate crimes that are normally associated with the Internet. With financial institutions pouring so much effort and investment in online security strategies, banks really need to consider the same when protecting their call […]

read more Posted on: December 12th, 2012 by Art Barger
Stronger customer authentication only way to mitigate risk of bank fraud

Sitting at the core of every financial transaction is trust. Without it, or worse, relying on  unvalidated resources like personal identifiable information (PII) to identify customers, puts every banking transaction at risk. The recent article, “$850 Million Scheme Exploited Facebook: Authentication, Secure Browsing Would Have Reduced Losses,” illustrates just how important customer authentication is. Even […]

read more Posted on: December 19th, 2012 by Art Barger
10 bank fraud lessons of 2012

As much as we’d like to think that remote banking is safe, the reality is threats across all customer channels still exist. If we aren’t ready for them we could find ourselves victims of these often preventable crimes. Persistent criminals proved throughout the year that they aren’t going to stop anytime soon. With new and […]

read more Posted on: December 26th, 2012 by Art Barger
Combating bank fraud that targets user behavior

Even with fraud defenses in place, individuals are still the ones who have to ultimately make banking decisions that could put them at risk. In other words, while anti-fraud technologies are designed to provide red flags and help detect fraudulent transactions, they can’t always stop people from being duped by clever social engineering schemes. That […]

read more Posted on: January 02nd, 2013 by Art Barger
Restoring the trust and usability of Caller ID

Trust, once the very essence of the financial industry, is gone. That’s according to the recent USA Today article, “Remember when trust actually meant something,” which says most of today’s major brands have implicit trust problems. Many are on a spinning treadmill trying to make up for lost customer and public trust. This certainly applies […]

read more Posted on: January 09th, 2013 by Art Barger
Security concerns prompting banks to invest in multi-factor authentication

It shouldn’t come to anyone’s surprise that account takeover attacks are up around the globe. With fraud against financial institutions on the rise, what will banks be focusing on in the coming year? That’s the question recently posed to Bill Nelson, president and CEO of the Financial Services Information Sharing and Analysis Center (FS-ISAC). The […]

read more Posted on: January 16th, 2013 by Art Barger
Banks continually challenged with securing growing sales channels

Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience. While […]

read more Posted on: January 23rd, 2013 by Art Barger
Do your customer calls all look the same? They shouldn’t.

Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key […]

read more Posted on: January 30th, 2013 by Art Barger
How to turn telephone identity interrogations into better customer care

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few […]

read more Posted on: February 06th, 2013 by Art Barger
Can banks prevent social engineers from lying?

In a world where security technologies work around the clock to stop cyber threats, sometimes the most deceptive and under-appreciated bank crimes can stem from the ancient act of lying. The opening minutes of the new film, “Identity Thief,” shows just how easy it can be to con someone into providing their private personal and […]

read more Posted on: February 13th, 2013 by Art Barger
Why personal information is a threat to caller authentication

We’ve known for some time now how unpredictable knowledge-based authentication (KBA) is for customer identification. The recent data breach of business data aggregators LexisNexis, Dun & Bradstreet and Kroll Background America is another example of just how risky relying on personally identifiable information (PII) to identify customers can be to financial institutions and their customers. According […]

read more Posted on: October 16th, 2013 by Art Barger
Predicting High-Risk Calls Before They Happen

Is it possible to accurately predict whether a caller is going to mislead a call center agent before it actually happens? Can fraudulent activity truly be prevented? The way many financial institutions authenticate customers over the telephone today, the answer is simply no. That’s because they rely on challenge questions to determine whether a caller […]

read more Posted on: October 23rd, 2013 by Art Barger
Retaining customers through a better banking experience

The ability to retain current customers is essential to a bank’s bottom line. All financial institutions may provide banking services that meet customer demands, but nothing is more important to holding on to those customers than the customer experience itself. How a bank treats, services, and ultimately makes their customers feel, is vital to its […]

read more Posted on: October 30th, 2013 by Art Barger
TRUSTID helps banks become less vulnerable to fraud

All bank thieves are opportunist, just waiting for the right moment to strike. When and where this happens might be unknown to financial institutions, but along with the many tactics crooks employ to defeat authentication solutions, we are starting to learn more about the time in which they choose to attack. According to the recent […]

read more Posted on: November 06th, 2013 by Art Barger
Consumers still picking up the phone for customer service

Nothing reassures customers more than human interaction. With all of the sophisticated business tools out there designed to move sales along, when customers have questions or run into a problem, they’re more likely to pick up the phone to resolve the issue. In the article, “Why Online Customers Still Want To Talk To Customer Service,” […]

read more Posted on: November 13th, 2013 by Art Barger
Make customer service shine this holiday season

With the holiday season fast approaching, holiday cheer is expected to one and all. For financial institutions and other companies, this means providing exceptional customer service. Most businesses expect higher sales volumes this time of year. With more customers coming through any number of sales channels, this is when customer service departments need to shine. […]

read more Posted on: November 20th, 2013 by Art Barger
Changing the economics of telephone contact centers

In today’s business operations, the reality is the phone channel has evolved. For many banks and large institutions, it’s their biggest expense, with eye-popping budgets that venture into the hundreds of millions of dollars. Despite these enormous expenses, big businesses continue to rely on knowledge-based authentication (KBA) that is either dead or dying. Many people […]

read more Posted on: November 27th, 2013 by Art Barger
Why banks want to improve their authentication processes

To understand what authentication and customer service issues banks are dealing with, we’re talking to financial institutions all the time. What we’ve learned is banks have been under immense pressure for years to do more with less. Sound familiar? Anyone reading this will understand what I mean. As corporate decision makers, we’re all under the […]

read more Posted on: December 04th, 2013 by Art Barger
Who holds the key to your banking assets?

Keys have long been the preferred physical devices for unlocking our most important valuables. Whether it is to open safe deposit boxes or simply to get through the front door, having the right key can get you into highly protected areas. On the flip side, you can say keys also play an important role in […]

read more Posted on: December 11th, 2013 by Art Barger
Why be manual when you can automate your authentication process?

How much does your bank rely on contact center agents to determine the risk of a call? Because many financial institutions still do, this is a question they need to continually ask themselves. The problem with using bank representatives to make these decisions is when there is a process around human beings, people are generally […]

read more Posted on: December 18th, 2013 by Art Barger
10 customer authentication lessons we learned in 2013

Each year, financial institutions are presented with new challenges for improving security and delivering a better banking experience. This year was no different. New challenges around improving customer services and protecting consumers against emerging threats seemed to stem from how we authenticate customers on a day-to-day basis. Looking back at some of the top stories […]

read more Posted on: December 27th, 2013 by Art Barger
Why customer sensitive data is no longer needed for authentication

To authenticate every customer who calls your contact center, you need something from them. Whether it’s a password or last four digits of their Social Security number, this information helps financial institutions determine the identity of the caller. While this has long been a common practice with banks, using personally identifiable information (PII) to authenticate […]

read more Posted on: January 02nd, 2014 by Art Barger
Snapchat data hack shows why hackers value phone numbers

In recent years, banks and other companies have largely focused on deploying anti-fraud tools to protect their digital assets. With all the attention cyber threats, last week’s Snapchat data breach was reminder of how telephone numbers still provide valuable information for hackers. According to the article, “Why hackers want your phone number,” the Snapchat data […]

read more Posted on: January 08th, 2014 by Art Barger
How pre-answer authentication protects valuable card information
How pre-answer authentication protects valuable card information

From a fraud standpoint, 2014 has certainly started with a bang. After last year’s high-profile Target data breach, criminals wasted no time ringing in the new year hacking the systems of photo messaging giant, Snapchat, and upscale retailer, Neiman Marcus. Both breaches were revealed earlier this month. While these data breaches exposed private customer information […]

read more Posted on: January 15th, 2014 by Art Barger
In customer authentication, people are the weakest link
In customer authentication, people are the weakest link

To err is human. This adage has held strong through the ages. But today, it’s never been more evident than in call center customer authentication. Today, relying on human beings to determine which calls can be trusted, and which ones should not, is a very risky and unpredictable way for call centers to authenticate customers […]

read more Posted on: February 06th, 2014 by Art Barger
Building a stronger brand starts with satisfied customers
Building a stronger brand starts with satisfied customers

This year will mark a dramatic change for call center environments. After years of trying to improve efficiency and lower average call handle times to please customers, many have learned that earning new business and retaining customers is less about how fast you can serve them oppose to how well you serve them. According to […]

read more Posted on: January 29th, 2014 by Art Barger
How telephone forensics strengthens call center authentication
How telephone forensics strengthens call center authentication

For years, disaster recovery and business continuity has stood at the forefront of security and operational management. Having a plan in place to avert a business interruption or data breach is essential to reducing the impact if such an event would occur. Today, it is generally accepted that security breaches are not a question of […]

read more Posted on: February 27th, 2014 by Art Barger
How valuable is post-call authentication?
How valuable is post-call authentication?

There are a number of post-call authentication solutions in the market today. They are tools that help call centers determine the risk of the call after it has been answered. Once the phone is picked up, customers are either greeted by phone prompts or a live contact center agent, who begins their version of 20 […]

read more Posted on: January 30th, 2014 by Art Barger
Who wants to shave 20 percent off their call center costs?
Who wants to shave 20 percent off their call center costs?

With authentication costs on the rise, something’s gotta give. Of course, call center operations can’t remove critical customer identification processes to counter these growing expenses. But there is a way to meet growing authentication demands and reduce costs. Automating the authentication process is a step in that direction. Instead of having call center agents interrogate […]

read more Posted on: March 12th, 2014 by Art Barger
KBA security questions pose a risk to call center operations
KBA security questions pose a risk to call center operations

When it comes to call center security questions, no matter how you slice or dice them, they can still be answered by anyone who has done their homework. We know knowledge-based authentication (KBA) is a method that many financial institutions still use today to identify customers over the telephone channel. The problem with relying on […]

read more Posted on: March 05th, 2014 by Art Barger
How sensitive customer data drives up operating costs
How sensitive customer data drives up operating costs

Sensitive customer data is just that — sensitive information. The more it’s moved around, the more vulnerable it becomes. Financial institutions and other organizations that use personally identifiable information (PII) to authenticate customers over the telephone channel must collect, securely store, and even send sensitive customer data to third-party vendors. Having private data moving around […]

read more Posted on: March 26th, 2014 by Art Barger
The benefits of establishing trust before the call connects
The benefits of establishing trust before the call connects

When business is booming, your call center switchboards are lighting up. More customer calls pouring in, and you have to find a way to quickly authenticate each incoming call and deliver rock solid customer service before sending your customers happily on their way. If your call center is experiencing higher call volumes, then you know […]

read more Posted on: April 03rd, 2014 by Art Barger
Why banks should not overlook the call center
Why banks should not overlook the call center

We live in the digital age. While experts support investments in online banking assets, much is lost in the way of optimizing more traditional, customer-facing channels such as the call center, which isn’t going away anytime soon. According to the article, “Why Banks Should Stop Managing Call Centers Like Machines,” the typical approach to call […]

read more Posted on: April 10th, 2014 by Art Barger
Why PII-based authentication doesn’t delight customers
Why PII-based authentication doesn’t delight customers

The most important thing about running a call center is providing a level of service that builds trust and goodwill with your customers. Anything short of that can negatively impact the profitable business-customer relationship. The key to creating satisfied, returning customers is quickly addressing their immediate needs, making them feel like they’re your top priority, […]

read more Posted on: April 23rd, 2014 by Art Barger
How TRUSTID turns telephone security into cost savings
How TRUSTID turns telephone security into cost savings

At TRUSTID, one simple equation — 25x = 20% — can explain the value that our Physical Caller Authentication solution brings to our banking customers. By speeding up the authentication process and making telephone security 25-times stronger than traditional knowledge-based authentication (KBA) solutions, our customers save 20 percent on their overall call center operating costs. […]

read more Posted on: July 24th, 2014 by Art Barger
With TRUSTID, banks don’t divulge private customer information
With TRUSTID, banks don’t divulge private customer information

No bank or business wants to give out more of its customers’ private personal information than it has to. Yet with conventional knowledge-based authentication (KBA) processes that’s exactly what they are doing — with every phone call into their call center. Using personally identifiable information (PII) to recognize customers over the telephone channel, contact center […]

read more Posted on: June 05th, 2014 by Art Barger
Making customer service your call center’s top priority
Making customer service your call center’s top priority

How important is customer service to your bank? Consider this: If 68 percent of customers leave a business when they’re upset with how they were treated, customer service is something all financial institutions should place at the top of their priority list. In the article, “4 Tips to Modernizing Your Call Center Customer Experience From […]

read more Posted on: April 16th, 2014 by Art Barger
Pre-answer authentication key to handling higher call volumes
Pre-answer authentication key to handling higher call volumes

When a bank’s website is hit by a distributed denial of service (DDoS) attack, customers panic. Unable to access their online accounts creates havoc among individuals and businesses. Not being allowed to process a financial transaction at any moment can also leave customers frustrated and concerned with the security of their account status. And rightly […]

read more Posted on: April 30th, 2014 by Art Barger
Telephone channel weakest link in bank authentication
Telephone channel weakest link in bank authentication

With new call center scams plaguing financial institutions, today’s banks are challenged with investing in authentication technologies that effectively stop fraud over the telephone channel without disrupting the customer experience. In the article, “New Wave of Call Center Fraud,” a bank in Georgia experienced a series of spoofed Skype calls to its contact center requesting […]

read more Posted on: May 08th, 2014 by Art Barger
Setting the stage for quality customer service
Setting the stage for quality customer service

Conversations can go in many directions. While most of us strive for that perfect customer interaction — where we keep a friendly tone and resolve their issues faster than they expect — the reality with customer service is we often fall short of the customer’s expectation. This doesn’t mean every conversation ends up with the […]

read more Posted on: June 12th, 2014 by Art Barger
Telephone channel adds a personal touch to the banking experience
Telephone channel adds a personal touch to the banking experience

The financial services industry has seen a dramatic shift in how people bank. Think about it. Just a few short years ago, the speed and convenience of remote desktop banking became a preferred method over visiting a local branch office to make a payment or transfer money. Today, mobile banking — essentially a “computer-on-the-go” — […]

read more Posted on: May 15th, 2014 by Art Barger
Brand loyalty is more than skin deep
Brand loyalty is more than skin deep

In many ways, your brand is the face of your company. Or, at the very least your team mascot. When people see your logo, there’s an immediate recognition of what your brand stands for. But brand impressions are more than skin deep. We all know a person’s brand interpretation varies based on their unique personal […]

read more Posted on: June 18th, 2014 by Art Barger
Creating the Hallmark of call center phone greetings
Creating the Hallmark of call center phone greetings

In business, first impressions can happen a hundred times over. Sure, there’s the initial impression you must make to win over your customers. From there, maintaining strong customer relations requires a level of service that’s fast, consistent and leaves your customers feeling like they are your top priority. Achieving this over the telephone channel all […]

read more Posted on: May 22nd, 2014 by Art Barger
How pre-call authentication reduces contact center bottlenecks
How pre-call authentication reduces contact center bottlenecks

The job of a security camera is to capture individuals and events taking place within a specific area without being seen. While the technology has the ability to identify people, it’s largely used to capture events as they happen rather than prevent unwanted activity from occurring in the first place. The same can be said […]

read more Posted on: June 26th, 2014 by Art Barger
Don’t let vishing become call center fraud
Don’t let vishing become call center fraud

New data shows that outbound vishing attacks aren’t letting up. In fact, over the first five months of 2014 UK banks reported that vishing — when criminals impersonate a bank or enterprise to trick customers into revealing personal information — has accounted for more than £21 million in fraud losses. Vishing is nothing new. It’s […]

read more Posted on: July 02nd, 2014 by Art Barger
Customers want questions answered — not the other way around
Customers want questions answered — not the other way around

How are you authenticating your inbound calls? If you’re still relying on telephone agents to invest a few minutes on each call to identify your customers you’re wasting precious time and putting your bank and customer accounts at risk. Why? Spending any amount of time to determine the authenticity of your inbound calls today eats […]

read more Posted on: July 09th, 2014 by Art Barger
Tips to help mitigate technology implementation snafus
Tips to help mitigate technology implementation snafus

Implementing new technology into your existing infrastructure is never easy. Along with having to fully understand your business needs and how your contact center environment supports those needs, the deployment process requires proper strategy, design, planning and testing, as well as accounting for unexpected issues. Unforeseen barriers along the way can create challenges that impact […]

read more Posted on: August 14th, 2014 by Art Barger
New TRUSTID-Nuance partnership provides call centers best-in-class customer authentication
New TRUSTID-Nuance partnership provides call centers best-in-class customer authentication

Most of today’s telephone customer authentication solutions are single-factor methods that cover one form of identification. Whether it’s something the user knows, something the user has or something the user is, working alone to identify customers is risky, and can put your business and customer sensitive data in a compromising position. TRUSTID recently announced that […]

read more Posted on: July 16th, 2014 by Art Barger
Automated customer authentication tricks the trickster
Automated customer authentication tricks the trickster

To bypass a bank’s fraud defenses, today’s criminals don’t leave any stone unturned in their attempt to find a vulnerability within the company’s business infrastructure. With financial institutions providing more ways than ever for customers to access their accounts and confidential information, innovative crooks see multiple banking channels as a smorgasbord of criminal opportunities. When […]

read more Posted on: July 31st, 2014 by Art Barger
Your customers shouldn’t have to convince call center agents they’re genuine
Your customers shouldn’t have to convince call center agents they’re genuine

Every HR department has a hiring process to determine if a candidate is a good fit for the job. This includes a pre-screening telephone interview to help determine if the person is qualified for the position. While this function is critical to finding the right person for the job, when it comes to call center […]

read more Posted on: August 07th, 2014 by Art Barger
Why speed matters in call center authentication
Why speed matters in call center authentication

Remember the innovation of the Polaroid camera? Snap a picture and within seconds, you’re holding a near finished product (developing right in front of your eyes, of course). When it comes to customer service, consumers hold banks to the same standards. With time such a valuable asset these days, consumers don’t have the patience to […]

read more Posted on: August 21st, 2014 by Art Barger
How do you validate inbound calls today?
How do you validate inbound calls today?

Whether you know it or not, every inbound call that comes into your contact center presents an element of risk. Your success in identifying which callers pose a threat to your customer service environment and which ones don’t depends on how quickly and accurately you can verify the authenticity of each call. If your call […]

read more Posted on: August 28th, 2014 by Art Barger
Why call centers should run like a tight ship
Why call centers should run like a tight ship

The purpose of a call center’s telephone routing system is to quickly direct callers to the appropriate line. If they want to reach sales or customer service, the IVR system sends them to the right department. While essential to many contact center environments, the routing process adds precious seconds to each call. At this point, if […]

read more Posted on: September 04th, 2014 by Art Barger
Scaling to meet higher call volumes
Scaling to meet higher call volumes

I’ve recently discussed the business drawbacks of keeping your customers waiting, and how your IVR system and unnecessary telephone interrogations can impact your profitable customer relationships. As your call center receives more monthly and yearly inbound calls, not having the right processes and adequate resources in place to meet this growing demand will likely result […]

read more Posted on: September 11th, 2014 by Art Barger
Protect your automated phone system from spoofed calls
Protect your automated phone system from spoofed calls

Following up on last week’s post about how data breaches can lead to call center fraud, I’d like to shift gears a bit from the actual crime to how financial enterprises can curb this growing problem. Banks and businesses set up automated in-call telephone systems to create a faster, more convenient customer experience. The IVR […]

read more Posted on: September 25th, 2014 by Art Barger
Crooks targeting authentication weaknesses in automated phone systems
Crooks targeting authentication weaknesses in automated phone systems

In a way, the telephone channel is the forgotten link in bank fraud. Stuck between identity theft and identity fraud, the call center is the platform where criminals use stolen personal data to access customer accounts and ultimately, clean out their financial assets. The recently disclosed Home Depot credit and debit card breach illustrates just […]

read more Posted on: September 18th, 2014 by Art Barger
Isn’t it time to let call center agents do their job?
Isn’t it time to let call center agents do their job?

You’ve invested time, money and resources training your call center agents to greet customers and resolve whatever issues they called about. So let them. What often stands in the way of excellent customer service are mundane processes that don’t allow your telephone reps to get to work. Instead, they are required to conduct thorough phone […]

read more Posted on: October 02nd, 2014 by Art Barger
Call center authentication should not be a game of wits
Call center authentication should not be a game of wits

There are those who think creating nonsensical answers to call center security questions is an effective way to outsmart criminals from correctly answering challenge questions. Really? Is this what call center defenses have come to — having customers go out of their way to create false information about themselves to outfox criminals? I don’t know […]

read more Posted on: October 16th, 2014 by Art Barger
Voice prints most effective when combined with other authentication techniques
Voice prints most effective when combined with other authentication techniques

Many financial institutions are contemplating the use of voice biometrics for fraud detection. Makes sense. Capture enough audio to identify callers in the future can provide another way call centers can mitigate their risk of fraud and improve customer relations. But while voice screening can help banks validate whether the person on the other line […]

read more Posted on: October 30th, 2014 by Art Barger
What’s the “golden key” for call center fraud?
What’s the “golden key” for call center fraud?

Personal information is valuable to your business. It helps link your customers to their private accounts, allowing them to perform a variety of remote banking transactions. But be aware: as valuable as sensitive customer data is, it can also be used by criminals to defeat your call center defenses. According to the recent Watchdog.org post, […]

read more Posted on: October 09th, 2014 by Art Barger
What questions should call centers really be asking?
What questions should call centers really be asking?

We’re programmed at a very early age to ask questions. We’re told that by asking the right questions we will ultimately find out the truth. When it comes to call center authentication, however, it’s never that easy. While security questions may be cut and dry, they may not reveal the truth behind the calling party. […]

read more Posted on: October 23rd, 2014 by Art Barger
What makes a great call center?
What makes a great call center?

The one question every call center manager seeks to answer is, “What makes a contact center great?” Is it a friendly voice? Speedy service? Or, is it more hands-off solutions that allow customers to resolve issues by themselves? The answer isn’t necessarily up to us to define. Rather, it’s our customers who are best equipped […]

read more Posted on: November 06th, 2014 by Art Barger
When low-tech fraud turns into higher business costs
When low-tech fraud turns into higher business costs

As low-tech as it may seem, telephone scams can lead to big losses in profits and production for today’s businesses. This is why deploying the right authentication tools is important for sustaining optimal business operations and ensuring excellent customer service. In the article, “Small Business Security: Hackers Dial Up Telephone Fraud,” criminals continue to exploit […]

read more Posted on: November 13th, 2014 by Art Barger
Transforming the customer experience
Transforming the customer experience

If there’s one thing consumers appreciate, it’s fast service. Heck, speedy service is how businesses like Jimmy John’s Gourmet Sandwiches differentiate themselves from the competition. While I’m not saying banks should model themselves after fast food chains, there’s something to be said about serving people on the go. Slowing customers down can sometimes be the […]

read more Posted on: November 20th, 2014 by Art Barger
How to handle higher call volumes this holiday season
How to handle higher call volumes this holiday season

Ready or not, the holidays have arrived. For businesses, this means more consumers will be shopping for that perfect gift. For banks, it means keeping up with all those holiday transactions, which is no small feat. With more requests and transactions coming their way, financial institutions need to do what they can to make sure […]

read more Posted on: November 27th, 2014 by Art Barger
Labor costs vs. fraud losses: What has a bigger impact on your call center?
Labor costs vs. fraud losses: What has a bigger impact on your call center?

For most contact centers, labor expenses are your highest costs. They have a bigger impact on your business than fraud, itself. The time it takes to identify each caller typically costs your operations more money than the number of fraud attempts your team fights throughout the year. So, when it comes to making your call […]

read more Posted on: December 04th, 2014 by Art Barger
How soon do you identify the level of risk?
How soon do you identify the level of risk?

Interactive voice response (IVR) systems are designed to provide customers with quick and easy service without talking to a company representative. But before a customer can perform a task, they need to first be authenticated. This often means answering a bunch of personal questions. Such telephone interrogations are not only costly and time-consuming for banks […]

read more Posted on: December 11th, 2014 by Art Barger
Are banks doing enough to curb fraud?
Are banks doing enough to curb fraud?

With more and more customers turning to Internet banking, one of the most concentrated areas of security for financial institutions is the online channel. This focus, however, doesn’t mean their enterprises are foolproof. Despite all the resources and expenses today’s organizations dedicate to protecting their electronic channels, many believe it is still not enough. With […]

read more Posted on: December 18th, 2014 by Art Barger