may, 2020

20may11:00 am12:00 pmWebinar Week Series: Customer ContactOptimizing Authentication for COVID-19 in the Contact Center

Event Details

Craig Pentz
Vice President of Sales

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.



(Wednesday) 11:00 am - 12:00 pm EDT

How To Join

The Customer Engagement Leadership Council is accepting applications for membership. Complete the form below and a member of our team will contact you to share more about the incredible value of the Customer Engagement Leadership Council.

Office Location

Frost & Sullivan
7550 1H 10 West, Suite 400
San Antonio, TX 78229-5616 USA