Access the full podcast series here
Key Takeaways
60-70% of calls now require identity checks, taking on average 44 seconds to complete.
The use of desktop automation software varies by vertical market, with insurance, outsourcing, and utilities leading the adoption.
Many contact centres are seeing a return of agents to the office, with a desire for more in-person collaboration.
Flexible work policies are becoming more common in contact centres, aiming to balance remote and in-office work.
The process of identity verification has become more complex, with over 25 different types of systems being connected.
Key Statistics
31% is the average proportion of calls requiring identity verification.
76% of calls in 2023 required ID and V, taking an average of 44 seconds.
Key Discussion Points
The impact of regulations like GDPR and consumer duty on identity verification processes.
The balance between ensuring security through ID and V and providing a seamless customer experience.
The...
Access this content for FREE by signing up for ROAR Membership.
Join with a Basic (free) or Plus membership (for extra features).
Create an account by clicking here or if you have an account sign in below.