The best call centers with the highest customer satisfaction ratings share one thing in common: agents who are empowered to quickly help customers.
Call center agents need fast, secure access to important data to maximize customer satisfaction and also achieve key success metrics including, minimal customer time in call queue; first contact resolution; and average handle time.
As call centers often experience high employee churn, seasonal peaks, and other challenging business dynamics, the impetus to get call center employees productive quickly, and ensure security controls are in place, is of utmost importance.
Read this white paper to learn:
- The risks associated with mobile phone-based authentication
- The benefits of strong authentication with hardware security keys
- Call center authentication use cases