March 5, 2018 • 27 mins
By the time consumers are transfered to a call center agent, things have escalated to the point where chatbots have the answers - and a helping human hand is needed. Yet friction abounds where 70 percent of call centers require consumers to read off the same data multiple times, putting information (and frayed tempers) at risk. IntraNext CEO Patrick Brown says there's no magic bullet in the tradeoff between security and consumer experience, but technology (such as biometrics) helps, a bit.
https://www.pymnts.com/news/2018/for-call-centers-searching-for-the-seventy-percent-solution/
https://www.pymnts.com/news/2018/for-call-centers-searching-for-the-seventy-percent-solution/
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