KBA

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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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 test
Why call centers should run like a tight ship test

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: October 01st, 2016 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
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
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
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
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
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
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
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
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
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
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
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
Is your call center living in the past?
Is your call center living in the past?

In many ways, we’re programmed to believe what we see. I guess you can say it’s in our DNA. The genetic structure of call center authentication is largely built the same way. Trusting visual features such as the Caller ID and ANI to understand who’s on the other end of the line is how contact […]

read more Posted on: April 02nd, 2015 by Art Barger
Stolen identities threaten more than just your customers
Stolen identities threaten more than just your customers

The underground economy has grown into a 24-hour assembly line of stolen identities. The recent article, “Banking’s customer identity crisis,” cites a SafeNet report that says 1,355 personal identities are stolen every minute around the globe. With so much information being compromised each day, criminals appear to have an endless supply of personal data and […]

read more Posted on: April 16th, 2015 by Art Barger
Stop social engineers before they can speak
Stop social engineers before they can speak

Traditionally referred to as a con, social engineering is the new name of a scam that’s as old as time. It requires no special technology because it’s driven by information that’s used to manipulate a particular situation in favor of the perpetrator. It’s safe to say that relying on information-based security technology to identify someone […]

read more Posted on: April 23rd, 2015 by Art Barger
How device location helps identify risky calls earlier
How device location helps identify risky calls earlier

Location, location, location. For brick-and-mortar companies, location plays a big role in the success of their business. For example, when a storefront is centrally located and is easily accessible, customers tend to frequent there more often. This may not be groundbreaking news to anyone, but did you know location can also be a key factor […]

read more Posted on: April 30th, 2015 by Art Barger
Where telephone blacklists fall short
Where telephone blacklists fall short

Some banks organically build or share blacklists to block suspicious or high-risk telephone numbers that have been used for fraud in the past. While the intent is to stop criminal activity before it happens, relying on blacklists to protect your telephone channel has its drawbacks, and the shortcomings may exist in the data itself. Using […]

read more Posted on: May 21st, 2015 by Art Barger
As call volumes increase, contact centers need efficient authentication
As call volumes increase, contact centers need efficient authentication

When call centers rely on a single form of authentication to identify customers over the telephone channel, they’re putting all their eggs in one basket. When relying on a single source to verify callers, banks are increasing their chances of not getting it right. This is why the FFIEC highly recommends that financial institutions use […]

read more Posted on: June 18th, 2015 by Art Barger
Is your call center the weakest link?
Is your call center the weakest link?

Does your business handle credit card transactions? Do you sell quality, hot-ticket products that everyone wants? If you’ve answered yes to one or both of these questions, your call center may be a target of telephone fraud. When it comes to phone fraud, criminals are all about the money. They’re always looking for a quick […]

read more Posted on: June 25th, 2015 by Art Barger
Is your customer journey damaging your brand reputation?
Is your customer journey damaging your brand reputation?

Everyone loves an adventure. But when the adventure — and I’m speaking metaphorically about your customer journey — goes awry, it can negatively impact your customer relationships. In the end, it’s your business profits that suffer the most. We know that a single negative experience can have a lasting impression on how your customers view […]

read more Posted on: July 02nd, 2015 by Art Barger
Happy employees can translate into a more satisfying customer experience
Happy employees can translate into a more satisfying customer experience

Each year, call center managers get together to discuss emerging trends on how to improve efficiency and customer care. The recent Call Center Week Conference in Las Vegas highlighted some of the top concerns and corporate initiatives around customer service and call center management. In the article, “3 Contact Center Trends to Watch,” many contact […]

read more Posted on: July 16th, 2015 by Art Barger
Is KBA a step backwards in caller authentication?
Is KBA a step backwards in caller authentication?

A recent fraud case provides 200 million reasons why knowledge-based authentication (KBA) solutions are no longer valid for customer validation. In the article, “Breached PII: Why KBA Has to Go,” a Vietnamese hacker was convicted of stealing and selling the identities of 200 million U.S. citizens. The personal data that prompted more than three million […]

read more Posted on: July 23rd, 2015 by Art Barger
How a better customer experience can improve your bottom line
How a better customer experience can improve your bottom line

What’s the business impact of providing excellent customer service? According to a recent report, customers stick with brands six times longer after a good experience than those who have bad customer experiences. In the article, “How a Great Customer Experience Is Really Delivered,” the Temkin Group found that a great customer experience helps customers accomplish […]

read more Posted on: July 30th, 2015 by Art Barger
Cut unnecessary costs from your call center
Cut unnecessary costs from your call center

There are many reasons why your customers call your contact center. For starters, there are the routine everyday calls. These customers want to check their account balance, review recent transactions or wire money from one account to another. These are pretty basic functions that most people can perform any number of ways, but may need […]

read more Posted on: August 06th, 2015 by Art Barger
Putting trust back into the telephone banking experience
Putting trust back into the telephone banking experience

The simple truth is contact centers operate in a “trust no one” culture. However unfortunate, it’s the reality of today’s telephone channel environment. To protect our customers and their sensitive data, each time they call we must first put them through an authentication process to validate their identity. The way we identify them over the […]

read more Posted on: August 12th, 2015 by Art Barger
Why it’s important to authenticate every customer call
Why it’s important to authenticate every customer call

For banks, every customer has a value. That amount may vary based on the products and services they use, but financial institutions understand that each customer adds to their annual bottom line. So, when banks lose customers, it comes straight out of their profits. Today, we know that poor customer service is one of the […]

read more Posted on: August 27th, 2015 by Art Barger
Do your call center a favor: automate your authentication process
Do your call center a favor: automate your authentication process

Is your customer experience a competitive differentiator? If not, it should be. Many of today’s contact centers generally work the same. After the phone is answered, a series of options prompt the IVR to route callers to the appropriate line or operator. Once there, trained telephone agents are ready to serve their customers’ needs. Many […]

read more Posted on: September 03rd, 2015 by Art Barger
Are we doing enough to stop evolving bank fraud?
Are we doing enough to stop evolving bank fraud?

When the FFIEC issued the 2011 Supplement to the Authentication, the goal was simple: to mitigate evolving forms of account takeover fraud. The idea was that all banking channels offered to remote customers needed to be protected by at least two separate factors of authentication. The three types of recommended verification methods included something the […]

read more Posted on: September 10th, 2015 by Art Barger
Rediscover your call center’s core competencies
Rediscover your call center’s core competencies

The success of your contact center largely depends on your call center agents. By effectively resolving customer issues, they can save your contact center significant operating costs and provide better customer service that leads to increasing customer satisfaction rates. And we all know happier customers means returning business and sustainable profits. When you consider what […]

read more Posted on: October 08th, 2015 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
Removing friction from your telephone banking experience
Removing friction from your telephone banking experience

The key to a great customer experience often comes down to frictionless authentication. Because customers would prefer to skip annoying telephone security questions, and knowledge-based authentication (KBA) continues to be an ongoing pain point for contact centers, a call that isn’t interrupted by a bunch of challenge questions or an intrusive authentication process is critical […]

read more Posted on: October 29th, 2015 by Art Barger
Pre-call authentication: Creating a trifecta for contact centers
Pre-call authentication: Creating a trifecta for contact centers

One way contact centers can lower average call handling times is by removing unnecessary security questions. This alone can shave an average of 45 seconds off each call. Depending on how many customer calls you receive each year, this can reduce anywhere from tens of thousands to millions of dollars in annual operating expenses. It […]

read more Posted on: November 11th, 2015 by Art Barger
Does your authentication process see the big picture?
Does your authentication process see the big picture?

We all know caller authentication helps us better protect our contact center environment from bank fraud and other social engineering schemes. While no one will argue that the essence of customer identification is to secure our private customer and business data, but we at TRUSTID believe that’s only half the story. Along with creating a […]

read more Posted on: November 18th, 2015 by Art Barger
Is your contact center ready for the busy holidays?
Is your contact center ready for the busy holidays?

When it comes to providing excellent customer service, the holidays can be a different beast, altogether. With call volumes spiking and fluctuating in unexpected waves, it’s important that your contact center is ready to handle more customer calls at any given time. To give your telephone agents the tools they need to meet your customers’ […]

read more Posted on: November 25th, 2015 by Art Barger
Most of the top 2015 scams involved the telephone
Most of the top 2015 scams involved the telephone

Of the Better Business Bureau’s top ten scams of 2015, it’s no surprise to us that eight are telephone related. When resolving issues, consumers still turn to a live person to get help on an important transaction or make sure a problem has been taken care of. Call it human nature, but many of us […]

read more Posted on: December 23rd, 2015 by Art Barger
Expanding the life of your enterprise investments
Expanding the life of your enterprise investments

Think you have to overhaul your existing telephone environment to get the operational and security outcomes you desire? While it’s important to update your authentication processes to keep up with changing threats to your contact center, it doesn’t mean you have to completely rebuild your entire enterprise. Over the years, call centers have invested heavily […]

read more Posted on: January 21st, 2016 by Art Barger
Can automated authentication strengthen customer trust and loyalty?
Can automated authentication strengthen customer trust and loyalty?

Are your contact center agents still interrogating callers instead of serving them? If so, they may be creating a level of frustration and disappointment that can lead to lost customers and less profits for your bank or business. In the recent article, “Happy Call Center Agents Create Loyal Customers,” a recent Harris Interactive survey found […]

read more Posted on: January 27th, 2016 by Art Barger
Discovering the value of customer service
Discovering the value of customer service

How much is your customer experience worth? When it comes to the financial value of your customer journey, executives rarely ponder the question because they generally see customer service as an operating expense, not a money-generating or money-saving process. But according to the recent article, “13 Ways To Calculate The True Cost of Customer Service,” […]

read more Posted on: February 18th, 2016 by Art Barger
How average handling time impacts annual profits
How average handling time impacts annual profits

Is your contact center plagued by lengthy wait times? Are your telephone agents spending too much time interrogating callers, reducing the number of customers they help each hour? If you answered yes to these questions, it may be time to re-evaluate your current telephone authentication process. For call centers, the authentication tool that extends average […]

read more Posted on: February 24th, 2016 by Art Barger
How soon does your telephone security identify risk?
How soon does your telephone security identify risk?

Early, invisible call analysis is something all contact centers should aspire to. And why not? The sooner you can validate callers in the authentication process, you increase your chances at stopping fraud and creating a more satisfying customer experience for good callers. Put another way, the faster you can identify information about an inbound call […]

read more Posted on: March 09th, 2016 by Art Barger
How memorable is your customer experience?
How memorable is your customer experience?

It doesn’t matter how large or small your company is, communicating with your customers at any level is serious business. Sure, a highly functional and efficient contact center plays a key role in helping your customers quickly solve problems and growing your customer base, just as poor customer service can undermine your customer relationships and […]

read more Posted on: April 14th, 2016 by Art Barger
The business value of customer interactions
The business value of customer interactions

When it comes to your annual profits, you want to make every dollar count. Any part of your operations that touches your customers can impact your overall earnings. This is where your contact center plays a bigger role to your business than you may think. Many businesses generally look at their call center as a […]

read more Posted on: April 20th, 2016 by Art Barger
Protect your enterprise against mishandled customer data
Protect your enterprise against mishandled customer data

It’s interesting to me how protective we’ve become with our mobile phones and digital devices. Yet, when it comes to our personal information, we’re too unguarded. What makes our personal possessions more important than our private credentials? Is it the amount of data we feel so connected to? Perhaps it’s the need to access data […]

read more Posted on: May 04th, 2016 by Art Barger
Preserving your bank’s integrity
Preserving your bank’s integrity

Integrity plays a key role in your bank’s ability to attract new customers. So, when we read that the call center is the next fraud frontier, it’s enough to make any contact center manager sit up and take notice.  The recent article, “5 Bank Fraud Developments Coming in Second Half of 2016,” estimates that 90 […]

read more Posted on: May 25th, 2016 by Art Barger
Make the most of your call center’s speed-to-answer times
Make the most of your call center’s speed-to-answer times

Achieving high marks in call center efficiency and customer service requires fast call speed-to-answer times. While banks may be getting quicker at picking up the phone within 30 seconds, what happens next can make or break your customer experience. If a customer is greeted by an onslaught of security questions before the telephone agent can […]

read more Posted on: June 01st, 2016 by Art Barger
Is the desire to please customers putting your bank at risk?
Is the desire to please customers putting your bank at risk?

Call center representatives are known for going the extra mile to satisfy customers. That’s good, right? After all, telephone agents are trained to do whatever they can to meet the customer’s needs. But according to a new study, the desire to serve customers in need could set your bank up for fraud. In the recent […]

read more Posted on: June 08th, 2016 by Art Barger
Is your call center a revolving door to fraud?
Is your call center a revolving door to fraud?

If your contact center is not effectively screening each incoming call, the threat to your customer accounts may be bigger then you think. Today, organized fraud rings don’t simply target call centers that lack effective authentication techniques. The days of one-and-done fraud attacks are long gone. Once fraud teams identify customer authentication methods they can […]

read more Posted on: June 15th, 2016 by Art Barger
Increase your cost savings through automatic authentication
Increase your cost savings through automatic authentication

Is the cost to operate your call center going up? If so, you’re not alone. When it comes to serving and protecting your customers, increasing service demands and more sophisticated phone threats seem to set the tone for many contact center defenses and operating initiatives, not the other way around. Playing catch up to ensure […]

read more Posted on: June 23rd, 2016 by Art Barger
When is comes to Caller ID, seeing is not always believing
When is comes to Caller ID, seeing is not always believing

For many, seeing is believing. This is why Caller ID has been relied upon for so long. The information displayed on our telephone’s Caller ID screen has been a source we’ve used to see who was calling before we picked up. It helped us make a quick decision on whether or not we wanted to […]

read more Posted on: June 29th, 2016 by Art Barger
Is call center security getting left behind?
Is call center security getting left behind?

Contact center authentication is designed to identify the risk of incoming calls so a bank can take appropriate action on whether to accept or deny the call based on its business thresholds. While there are various methods of how banks can screen calls, some experts believe there is still room to grow when it comes […]

read more Posted on: July 06th, 2016 by Art Barger
Are your telephone agents just taking the caller’s word for it?
Are your telephone agents just taking the caller’s word for it?

Trust doesn’t come easy. Nor should it, particularly in the technology age. With so many spoofing services available to alter a caller’s identity, taking somebody’s word for it can put your bank and your customers at risk.  Building and maintaining trust with your banking customers requires a lot more than asking a bunch of basic security […]

read more Posted on: July 13th, 2016 by Art Barger
Are you spending too much to authenticate callers?
Are you spending too much to authenticate callers?

If your call center agents spend a just few seconds to a minute or more identifying customers over the telephone, you’re likely spending too much to authenticate them. Today, a lengthy verification process can impact your contact center in many ways. Unfortunately, it’s your business profits that can suffer the most. When financial institutions rely […]

read more Posted on: August 03rd, 2016 by Art Barger
Don’t let caller verification undermine your customer experience
Don’t let caller verification undermine your customer experience

Putting too many resources and attention into one area of your contact center operations can come at a price. For example, deploying authentication solutions that focus too heavily on identifying callers without considering the impact the process may have on your customer experience can leave callers more than a little indifferent. It can lead to […]

read more Posted on: August 11th, 2016 by Art Barger
Are you putting your customers’ best interest first?
Are you putting your customers’ best interest first?

Each day, banks should set out to earn their customers’ trust. This is not to say that they don’t, but focusing on creating a trustworthy and reliable brand is different than bringing real value to your hardworking customers. Here’s why. Building customer confidence and brand loyalty comes down to how you treat your customers. Utilizing […]

read more Posted on: August 24th, 2016 by Art Barger
It’s time to look beyond simple cost-cutting measures
It’s time to look beyond simple cost-cutting measures

One of the goals of automating your contact center is to drive down operating costs. While saving money is an ongoing priority for many call centers, it shouldn’t come at the cost of your banking customers. Automating things like call routing, analytics, customer identification and historical reporting can help reduce costs to your daily operations. […]

read more Posted on: August 31st, 2016 by Art Barger
What kind of banking experience do your customers want?
What kind of banking experience do your customers want?

It’s a question all banking institutions are trying to solve. The only problem is there may not be one perfect answer. That’s because technology, and the banking journey itself, are constantly changing. In the article, “Finding the Right Authentication Approach,” BankInfoSecurity’s Tracy Kitten sat down with Mary-Ann Miller, fraud executive adviser at NICE Actimize, to […]

read more Posted on: September 07th, 2016 by Art Barger
Can agent stress hurt your bottom line?
Can agent stress hurt your bottom line?

If you’re like most contact centers, your team is handling more customer calls than ever before. That may be partially due to an increase in customers, which is a good thing. But to satisfy and retain them, you must deliver a high level of customer service that meets their growing expectations. This is where your […]

read more Posted on: September 14th, 2016 by Art Barger
The challenges of upgrading your call center
The challenges of upgrading your call center

To ensure your contact center is providing the highest level of customer care and support, you need to evolve your operations by deploying the latest tools and services. However, integrating new technology oftentimes requires updating your phone system and other supporting hardware. These upfront implementation costs don’t include ongoing investments in the countless hours and […]

read more Posted on: October 13th, 2016 by Art Barger
Does your authentication process support your banking journey?
Does your authentication process support your banking journey?

Serving your customers in a timely manner has and always will play a role in your bank’s long-term success. To be fair, the same can be said about how you authenticate them over the telephone. While both can improve customer relations, customer retention and annual revenues, they can also work against each other in ways […]

read more Posted on: October 20th, 2016 by Art Barger
VoIP vulnerable to telephony denial of service attacks
VoIP vulnerable to telephony denial of service attacks

Voice over Internet Protocol (VoIP) is one way banks communicate with customers to provide better service at lower costs. But like the denial of service (DoS) attacks that recently shut down websites Twitter and Spotify, VoIP can be vulnerable to similar telephony DoS (TDoS) attacks, which can lead to contact center disruptions and even outages. […]

read more Posted on: October 27th, 2016 by Art Barger
Is your call center the channel of least resistance?
Is your call center the channel of least resistance?

The contact center is one of the oldest customer service channels out there. With so many years to improve the way we serve our customers over the telephone, you would think businesses would have perfected serving them by now. This isn’t always the case. Today, one of the biggest challenges preventing banking institutions from building […]

read more Posted on: November 03rd, 2016 by Art Barger
A case against using one-time passwords and KBA to authenticate customers
A case against using one-time passwords and KBA to authenticate customers

One-time passwords (OTP), much like knowledge-based authentication (KBA), were once reliable sources for customer identification. In recent years, however, data breaches and the underground economy have reduced the level of security that these conventional authentication methods once provided to banks and businesses over the telephone channel. The article, “Mobile Fraud Changes Look for Multifactor Authentication,” […]

read more Posted on: November 16th, 2016 by Art Barger
Using location to combat phone fraud
Using location to combat phone fraud

A majority of fraudulent calls do not originate in the country where the attack occurs. While this may not come as a surprise to most people, it does emphasize how important the location credential is for identifying incoming calls. With private personal and financial details in hand, social engineers continue to take advantage of advanced […]

read more Posted on: December 21st, 2016 by Art Barger
Is your call center prepared for 2017?
Is your call center prepared for 2017?

Telephone fraud may appear to start the moment your phone rings, but at that point the perpetrator has likely taken several steps before attempting to play his cards against your call center defenses. That’s because telephone fraud actually begins the moment someone’s identity is stolen online or in a data breach. One of the challenges […]

read more Posted on: January 11th, 2017 by Art Barger
How do you protect sensitive customer data?
How do you protect sensitive customer data?

In business, we can now automate just about everything. From selling goods and services to assisting our customers 24 hours a day. Automating most of today’s business functions makes for a faster, more accurate and cost-efficient environment than having humans do the same work. So, when it comes to customer authentication and protecting sensitive information, […]

read more Posted on: January 19th, 2017 by Art Barger
Looking for a needle in the haystack?
Looking for a needle in the haystack?

The goal of any social engineer is to avoid detection. Plain and simple. To essentially become a needle in a haystack for any telephone authentication or fraud monitoring system to detect. For bank contact centers that receive thousands of inbound customer calls per day, spotting suspicious or high-risk calls is no small task. Social engineers […]

read more Posted on: February 09th, 2017 by Art Barger
Are social engineers getting a free pass on authentication?
Are social engineers getting a free pass on authentication?

Many banking institutions still use login credentials that require knowledge-based information to access their financial accounts. Today, using personal data to authenticate customers poses a major risk to businesses as it is essentially taking a “fill-in-the-blanks” approach to customer identification. No matter which channel your customers prefer to bank on, relying on security questions or […]

read more Posted on: March 02nd, 2017 by Art Barger
Authentication: The first step to improving call center efficiency
Authentication: The first step to improving call center efficiency

Contact centers are always looking for ways to run more efficiently, save money and provide better customer service. While many banks think that creating initiatives around reducing call handling times and offering more self-serving tools is the way to go, in the end it doesn’t do much for lowering long-term operating costs or improving the […]

read more Posted on: March 09th, 2017 by Art Barger
The benefits of invisible caller authentication
The benefits of invisible caller authentication

Social engineers spend much of their time evading fraud detection tools. They hide behind telephone anonymity to remain inconspicuous to contact center verification processes like knowledge-based authentication (KBA). This stealth-like ability is one of the biggest weapons in defrauding financial institutions over the telephone channel. While maintaining a level of ambiguity has proven to be […]

read more Posted on: March 15th, 2017 by Art Barger
Spend more phone time resolving customer issues
Spend more phone time resolving customer issues

Should average handle times (AHT) be a measurement for improving customer service? We all know less phone time means lower call center costs, but cost efficiency isn’t always in the best interest of your customers. In the banking industry, speed is important, and contact centers are constantly striving to be more efficient. However, the recent […]

read more Posted on: March 23rd, 2017 by Art Barger
Delivering exceptional customer service through ebb and flow
Delivering exceptional customer service through ebb and flow

Being scalable means at any given time you have the ability to adjust your resources according to your call volumes. During slower times, you can scale back your labor force to save costs without impacting your level of customer service. When call volumes surge, you have enough call center agents available to handle more calls […]

read more Posted on: April 20th, 2017 by Art Barger
How secure are your verification checkpoints?
How secure are your verification checkpoints?

Validating callers is critical to protecting your customer data. But how secure are your verification checkpoints? If trusting your Caller ID and ANI is how you authenticate callers, you may be undermining the security process that defends your entire enterprise.  One of the leading threats to call centers today is trusting the information on the […]

read more Posted on: April 27th, 2017 by Art Barger
Variety is the spice of crime
Variety is the spice of crime

They say variety is the spice of life. For bad actors, it’s becoming the spice of crime.  Unlike traditional ways to defraud banks, today’s criminals have many ways to penetrate a bank’s contact center. Knowing the different ways impostors can fool telephone systems and unsuspecting call center agents is important to spotting and stopping fraud […]

read more Posted on: May 03rd, 2017 by Art Barger
Meeting your customers’ need for speed
Meeting your customers’ need for speed

For banking customers, speed is king. Call centers know this, and are constantly implementing customer service strategies to lower average call handling times. But are shorter call times the answer to better customer service? There’s a belief that reducing the time your telephone agents spend on each call will improve overall customer satisfaction. The reality […]

read more Posted on: May 11th, 2017 by Art Barger
Spotting the evolving face of fraud
Spotting the evolving face of fraud

Hackers are highly adaptive. Striving to remain one step ahead of the curve, they can evolve faster than the latest security tools can stop them. After losing millions in recent years to fraudulent purchases made by cloned credit cards at the point-of-sales (POS) systems, organizations have deployed chip-enabled POS payment cards to make it more […]

read more Posted on: May 25th, 2017 by Art Barger
Is every minute of your customer call accounted for?
Is every minute of your customer call accounted for?

When it comes to call center efficiency, it’s all about having every minute accounted for. What you do with the time you spend helping customers over the telephone channel has a direct impact on your customer journey, how callers feel about your brand, and ultimately, your overall business profits. If your call center agents are […]

read more Posted on: May 31st, 2017 by Art Barger
Does agent fatigue make call centers vulnerable?
Does agent fatigue make call centers vulnerable?

Your bank’s call center agents are your frontline security and brand ambassadors. Known for taking upwards of a hundred customer calls per day, a high level of repetitive interactions coupled with a wide range of emotions and unique challenges can come at a price. When you consider all the details a telephone rep needs to […]

read more Posted on: June 22nd, 2017 by Art Barger
What’s in a telephone ring?
What’s in a telephone ring?

More often than not, we take the telephone ring for granted. Before personal ring tones, traditional telephone rings comprised of a set of bells that alerted the receiving party that someone was calling. Today, most contact centers still use a familiar sound of bells that ring when a customer calls. Based on a call center’s […]

read more Posted on: June 29th, 2017 by Art Barger
Are banks paying to interrupt their customer journey?
Are banks paying to interrupt their customer journey?

Would you believe that contact centers spend billions of dollars each year to interrupt their banking journey? That’s exactly what they do when they rely on knowledge-based authentication (KBA) solutions to identify customers over the phone. Is it me, or does paying to disrupt the customer experience seem counterproductive to the time and effort that […]

read more Posted on: July 05th, 2017 by Art Barger
Benefits of cross selling customers over the phone
Benefits of cross selling customers over the phone

Nothing is more important to your contact center operations than achieving and maintaining a high level of customer service. How you treat your customers has a tremendous impact on your bank’s overall success. While providing exceptional customer service has and always will be job No. 1, cross selling customers plays an important role for increasing […]

read more Posted on: July 20th, 2017 by Art Barger
How banks can make a lasting first impression
How banks can make a lasting first impression

First impressions matter. They often are the most lasting. So make them count. Your customers call your contact center for one simple reason — to talk to someone on the phone, not fumble their way through a confusing IVR system. Unfortunately, the first thing most banking customers hear is an impersonal robot voice asking them […]

read more Posted on: August 03rd, 2017 by Art Barger
Spotting spoofed calls is mission critical to call center success
Spotting spoofed calls is mission critical to call center success

You know your customers better than anyone. You know their banking needs and how they prefer to interact with you. But when the phone rings, do you know if you are talking to a genuine customer or a bad actor?  According to the recent article, “Dialing Into Call Center Fraud,” call center fraud climbed 113 […]

read more Posted on: August 17th, 2017 by Art Barger
The benefits of investing in the customer experience
The benefits of investing in the customer experience

Improving your customer experience is not easy. It takes executive support, dedicated resources and ongoing investments in customer experience initiatives.  But how many organizations have the time and wherewithal to continually update their technology and internal processes to stay ahead of changing customer demands? While the customer experience is certainly an area that call centers […]

read more Posted on: August 24th, 2017 by Art Barger
Why the location of the calling device matters
Why the location of the calling device matters

When it come to caller authentication, where your inbound calls come from matters. When a customer call originates from a device located in a high-risk country or geographic area, it raises the call’s risk level. This is valuable information for financial institutions. Knowing when a call poses a high risk to your contact center or […]

read more Posted on: August 30th, 2017 by Art Barger
Protecting customers after a massive data breach
Protecting customers after a massive data breach

According to initial reports, the massive Equifax data breach has compromised the personal information of 143 million customer accounts. These private details include Social Security numbers and dates of birth, which remain important credentials for many banking authentication systems.  Among the exploited information are driver licenses, which include a person’s name, date of birth, street […]

read more Posted on: September 13th, 2017 by Art Barger
When the Caller ID became a threat
When the Caller ID became a threat

For decades, the Caller ID was a prime credential for authenticating customers over the telephone channel. The once trustworthy number displayed on the phone screen provided the confirmation that contact center agents needed to request the customer’s personal information on record and start the authentication process. As the traditional authentication procedure, sensitive customer data allowed […]

read more Posted on: September 20th, 2017 by Art Barger
Automated authentication spots spoofed calls before they happen
Automated authentication spots spoofed calls before they happen

Today’s fraudsters are in the business of stealing information — from you, your customers, and anyone they can — to make a buck.  Stealing personal details to trick contact center agents into divulging sensitive customer information has been going on for years. What changes, however, are the methods that criminals use to fool call center […]

read more Posted on: September 27th, 2017 by Art Barger
Effects of the Equifax Data Breach, Part 1: The impact
Effects of the Equifax Data Breach, Part 1: The impact

Chances are, if you’ve ever applied for a mortgage or have any type of financial credit, some level of your personal information has been compromised by the Equifax data breach. The total population of the United States is just over 325 million people. Of those, approximately 250 million are over the age of 18. After […]

read more Posted on: October 05th, 2017 by Art Barger
Effects of the Equifax Data Breach, Part 2: Credit freezes
Effects of the Equifax Data Breach, Part 2: Credit freezes

In the wake of the Equifax data breach, the credit reporting agency is offering free credit monitoring and freezes to help customers protect their banking accounts. While these services can help consumers put a halt on account activities, how effective is it in stopping identity fraud?    In the recent article, “Free credit freezes from […]

read more Posted on: October 12th, 2017 by Art Barger
Effects of the Equifax Data Breach, Part 5: The top takeaways
Effects of the Equifax Data Breach, Part 5: The top takeaways

As with any data breach, we learn more details over time. It’s been two months since Equifax disclosed its massive data leak. Here are some of the top takeaways we know so far.  1. Number affected: This is one of the biggest breaches of personal information ever. First reports estimated 143 million accounts were affected. However, […]

read more Posted on: November 02nd, 2017 by Art Barger
Customer service may soon be top brand differentiator
Customer service may soon be top brand differentiator

How much do you value customer service? If it’s not your bank’s top business initiative, it may soon be. According to the Customers 2020: A Progress Report, customer service will soon overtake price and product as the key brand differentiator. Essentially, this tells us that while price and the products you offer matter, your brand […]

read more Posted on: November 09th, 2017 by Lance Hood
What to expect over the holidays
What to expect over the holidays

With the holidays almost here, contact centers are gearing up for Black Friday, Cyber Monday, and all the seasonal discounts that turn this time of year into a shopping frenzy.  To make sure your contact center is prepared to handle an uptick of customer calls, it’s important to anticipate how the holiday shopping season will […]

read more Posted on: November 16th, 2017 by Art Barger
Protecting the things your customers value the most
Protecting the things your customers value the most

Using passwords and other knowledge-based authentication (KBA) tools to identify customers over the telephone channel may be better than nothing, but we know that relying on something the caller knows creates a false sense of trust and disrupts the overall customer experience. For financial institutions, these are two areas of your contact center operations that […]

read more Posted on: November 30th, 2017 by Art Barger
The value of happier call center agents
The value of happier call center agents

How you authenticate callers is critical to your customer relationships, business profits and your overall contact center operations. Putting your customers in the hot seat to answer security questions creates anxiety and frustration that directly impacts how they feel about your brand. While telephone interrogations damage your customer relationships, have you considered how they impact […]

read more Posted on: December 07th, 2017 by Lance Hood