Meeting and exceeding customers’ call center expectations in today’s increasingly digital world is challenging, especially given their different preferences and the ultimate importance of properly authenticating the caller.
TransUnion recently sponsored Aite-Novarica Group to conduct research into consumer attitudes about call center authentication processes. The study revealed three distinct persona segments with varying attitudes about security and convenience related to call center interactions. It also provides recommendations for improving call flow to streamline good customers and help prevent fraud from suspect callers.
Download The Call Center Experience report now to understand more about these three personas and how to serve them more effectively.