Speaker:
Craig Pentz
Vice President of Sales
Neustar

Abstract:
Social distancing measures have made it critical for contact centers to find new ways to handle an unprecedented volume of inbound & outbound calls without disrupting the customer experience. Discover how contact centers across the U.S. have found success navigating these challenging times, while keeping customer experience top-of-mind.

Key Take-Aways:

• Use Case: A major inbound call center used pre-answer authentication to improve efficiency and create a frictionless customer experience.
• The drawbacks of Knowledge-Based Authentication (KBA) and the negative effect on the customer experience.
• Use Case: Outbound call centers that have dramatically improved right-party contact rates.

Reminder: The 30-minute presentation will be followed by a 30-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.