Mitigating the Risks and Human Costs of Authentication Failure

Join us on Wednesday, May 20, at 2:00 PM ET for an interactive and informative hour where we will explore the human costs of authentication failure.

Authentication is frustrating for customers and agents alike. In addition to being time-consuming and ineffective, knowledge-based authentication relies on an alarming amount of agent discretion. These traditional methods are error-prone and uncomfortable for everyone involved. Protecting customers requires more than simply saying “no”; we must also say “yes” at the right time, every time. The costs of getting it wrong even once may be dire, degrading customer trust, creating stressful conflict between agents and customers, or resulting in costly data breaches.

Service providers must get it right every single time, so it’s imperative that agents are equipped with the right tools and information to make authentication decisions. While most authentication solutions are cost-prohibitive to all but the riskiest industries, new technology can optimize cost efficiency by intelligently selecting the lowest-cost authentication method for each call.

In this webinar, we will explore the human costs of authentication failure, including the costs to the customer experience and agent experience. You’ll learn why it’s more important than ever for agents to have access to real-time, data-driven intelligence to protect your customers and organization.

The key takeaways of the webinar are:

• Authentication is a significant source of friction for both agents and customers, and the costs of failure are high
• Agents must have the best tools at their disposal to empower good judgment in real-time
• Combining data-driven fraud detection with real-time authentication intelligence simplifies the customer journey, improves the agent experience, reduces the cost to serve, and mitigates risk