Effortless Member Authentication for Efficient Contact Center Operations
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Major events in 2020 have resulted in a sudden spike in members engaging their Credit Unions through digital channels. Digital channels are now overloaded and Credit Union Contact Centers are struggling to keep up with the increased call volume. Now is the time to explore options to improve operational efficiency in the Contact Center by eliminating traditional processes that are mechanical in nature and prone to human error.
In this session, we will take a close look at the traditional member authentication process as a primary source of inefficiency and friction. We will highlight key weaknesses related to efficiency, security, and member experience that have led a wave of Credit Union leaders on a hunt for alternatives to this outdated and mundane process. We will introduce passive voice authentication as a promising technology to simultaneously improve efficiency, security, and member experience.