State of Omnichannel Authentication: Consumer Expectations and How Organizations’ Contact Centers Can Deliver

Over 60% of fraud starts in call centers — making them a prime target for fraudsters.¹ Even so, you don’t want to create added friction by implementing processes that frustrate your customers. Financial institutions’ caller authentication approaches must be both safe and seamless.

We recently shared results from the TransUnion™ 2023 State of Omnichannel Fraud Report and Aite's 2022 Call Center Experience Study which detailed how consumers view call center authentication and how that compares to industry practices.

Watch our on-demand webinar to learn:

• Consumers' preferred means of authentication and why they often differ from methods in use by contact centers today
• What caller authentication methods and call flows contribute to a higher net promoter score (NPS)
• Features most important to contact center operational leaders when considering new authentication technologies
• The highest priorities for contact center leaders when considering new caller authentication approaches