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Caller Authentication: Gateway to Better Customer Care Experience

A recent survey by Opus Research and Coleman Parkes found that 85% of callers felt dissatisfaction with the automated systems for handling caller authentication. This is a serious matter because 83% of calls to enterprise contact centers require some sort of caller validation or verification in order to be successful. Failure to authenticate is both a barrier to customer satisfaction and an expense to contact center operators.

Join Dan Miller, Sr. Analyst at Opus Research and Brett Beranek, Solutions Marketing Manager at Nuance, as they delve into the survey data to describe the root cause of caller discontent and propose new methods to overcome authentication speed bumps.
Recorded Aug 1 2012 47 mins
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Brett Beranek, Solutions Marketing Manager at Nuance, Dan Miller, Senior Analyst, Opus Research
Presentation preview: Caller Authentication: Gateway to Better Customer Care Experience
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  • Title: Caller Authentication: Gateway to Better Customer Care Experience
  • Live at: Aug 1 2012 6:00 pm
  • Presented by: Brett Beranek, Solutions Marketing Manager at Nuance, Dan Miller, Senior Analyst, Opus Research
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