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
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
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
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
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
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
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
The value of passive telephone authentication
The value of passive telephone authentication

Banking customers can appreciate when contact center agents take the initiative to resolve their issues. In fact, they don’t even mind a few questions if they will help solve their problems faster and send them on their way. But when it comes to caller verification, customers would prefer to skip the personal questions, altogether. That’s […]

read more Posted on: October 22nd, 2015 by Art Barger