Unlock Your Call Centre: A Proven Way to Upgrade Security, Efficiency and Caller Experience (Paperback) (ISBN-13: 9781781336663)

If your call centre security relies on questions everyone knows the answers to, or passwords that no one can remember, then your process isn't truly secure - and your customers deserve better.

Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line.

Using a unique approach honed through years of experience, Matt Smallman will help you identify the ideal solution for your organisation, make the case for change and implement it successfully.

This book gives you the tools to:

• Evaluate the strengths and weaknesses of your existing security process
• Determine the most appropriate modern security methods for your unique context
• Make a compelling case for improvement and investment
• Plan for successful implementation
• Design processes that maximise customer adoption and business outcomes