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Submitted URL: https://unlockyourcallcentre.com/
Effective URL: https://www.symnexconsulting.com/unlock-your-call-centre/?utm_source=redirect&utm_campaign=unlockyourcallcentre.com
Submission: On August 11 via automatic, source certstream-suspicious — Scanned from DE
Effective URL: https://www.symnexconsulting.com/unlock-your-call-centre/?utm_source=redirect&utm_campaign=unlockyourcallcentre.com
Submission: On August 11 via automatic, source certstream-suspicious — Scanned from DE
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</form>GET https://www.symnexconsulting.com/
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* Services * Insight * Make The Case * Accelerate Delivery * Maximise Impact * Market Perspectives * Tools * Call Centre Security Scorecard * Security Path Visualisation * Supplier Directory * Glossary * Voice Biometrics Calculator * About Community UNLOCK YOUR CALL CENTRE A proven way to upgrade security, efficiency and caller experience -------------------------------------------------------------------------------- > "Insightful, well written and full of actionable advice ... a must read for > anyone in the contact centre industry" > > VP Security -------------------------------------------------------------------------------- Subscribe to get a FREE preview chapter, exclusive tools and content. I am happy to be contacted about relevant events, news and announcements. BUY NOW AT: Readers WHO IS IT FOR? CALL CENTRE LEADERS Are you frustrated by how much time your agents spend on the security process and how fraudsters still get through while your customers can't? CUSTOMER EXPERIENCE PROFESSIONALS Is the security process hurting your customer experience, preventing agents from building relationships and really listening to your customers? FRAUD AND RISK SPECIALISTS Do fraudsters compromise your call-centre security processes with ease? TECHNOLOGISTS Do you understand how to implement modern technologies that can dramatically improve your call centre's security process? Reviews WHAT PEOPLE ARE SAYING > A MUST READ FOR ANYONE IN THE CONTACT CENTER INDUSTRY! > > Insightful, well written, and full of actionable advice, Matt Smallman's book > is a must read for anyone in the contact center industry. The book charts a > path to transition a contact center from inefficient and insecure security > methods to a modern approach that improves the customer experience while > blocking fraudsters. I've learned a lot from reading "Unlock Your Call Centre" > and I've been in the industry for 20 years! > VP Security - Canada > BRILLIANT ROADMAP TO IMPROVE CONTACT CENTRE OPERATIONS > > A wonderful book that provides an approachable introduction for anyone new to > the contact centre security space. Smallman’s tools and diagrams provide a > valuable resource for anyone who is looking for an unbiased reference and a > roadmap about how to improve contact centre operations. > Marketing Director - UK > PRACTICAL, REAL-WORLD APPROACHES TO CONTACT CENTER SECURITY AND AUTHENTICATION > > A remarkable book that presents clear solutions to the challenges companies > face when authenticating customers. Contact center security methods are often > mundane and frustrating for customers. This book provides history and context > in the evolution of customer service authentication and how usability and > efficiency are often at odds with security and fraud prevention. > > > > Smallman's years of real-world contact center management is clearly displayed > in tips for developing visualization tools for understanding performance and > processes, and practical advice for building the business case. This > well-organized and highly readable book is a primer for any organization > looking to maximize the business benefits of customer-focused authentication > and modern security methods. > > Research Director - SF Bay Area Contents WHAT WILL YOU GET FROM THE BOOK? UNDERSTAND THE OPPORTUNITY Unique tools to assess and visualise your current security processes performance. PLAN WITH EASE Step-by-step guide to choosing the most appropriate modern security methods for your unique context. MAKE A COMPELLING CASE Easy to follow rational and emotional case for change with top tips to help convince your stakeholders. ACCELERATE DESIGN Tried and tested best practice processes to use as a template. IMPLEMENT WITH CONFIDENCE Crawl-walk-run implementation plan that will help you launch quickly and safely. DELIVER RESULTS Proven value-chain methodology to track, sustain and improve performance. Video WHAT DOES THE AUTHOR SAY? Video Player is loading. Play Video Play Mute Current Time 0:00 / Duration 2:54 Loaded: 17.20% 0:00 Stream Type LIVE Seek to live, currently behind liveLIVE Remaining Time -2:54 1x Playback Rate Chapters * Chapters Descriptions * descriptions off, selected Subtitles * subtitles settings, opens subtitles settings dialog * subtitles off, selected * English Audio Track Picture-in-PictureFullscreen This is a modal window. Beginning of dialog window. Escape will cancel and close the window. TextColorWhiteBlackRedGreenBlueYellowMagentaCyanTransparencyOpaqueSemi-TransparentBackgroundColorBlackWhiteRedGreenBlueYellowMagentaCyanTransparencyOpaqueSemi-TransparentTransparentWindowColorBlackWhiteRedGreenBlueYellowMagentaCyanTransparencyTransparentSemi-TransparentOpaque Font Size50%75%100%125%150%175%200%300%400%Text Edge StyleNoneRaisedDepressedUniformDropshadowFont FamilyProportional Sans-SerifMonospace Sans-SerifProportional SerifMonospace SerifCasualScriptSmall Caps Reset restore all settings to the default valuesDone Close Modal Dialog End of dialog window. Video WHAT ARE OTHER READERS SAYING? > A MUCH NEEDED PRIMER ON PRACTICAL SECURITY MEASURES FOR CUSTOMER CARE CONTACT > CENTERS > > Matt Smallman provides an easy-to-understand description of the sorts of > modern authentication techniques that every company should be deploying. Every > one of us - meaning us poor souls who have been asked by our cable company, > bank, insurance company or healthcare provider to remember a password, PIN or > answer to a questions we may have provided years go - has been annoyed by the > time and effort it takes to get to the actual purpose of the call. > > The author is very systematic in his approach to dissecting the problems that > companies have created for themselves and their customers. Then he describes, > in detail, the alternatives to today's approaches and describes the steps > companies should take to put them into practice. He takes an approach that > takes into account both customer experience considerations and security > requirements. Using his guidelines, businesses of all sizes and across many > verticals will be able to implement technological solutions that promote > speedy and strong authentication. > > Industry Veteran - New York > AN ESSENTIAL GUIDE FOR ANYONE LOOKING TO BETTER UNDERSTAND AND IMPROVE THEIR > CONTACT CENTRE > > An excellent book and provides an incredibly valuable set of tools and thought > processes. > > The author’s experience and clarity of thought really shines through as he > explains some really complex ideas in a clear and concise manner. I have > personally found the way the book presents and analyses these concepts really > helpful when managing stakeholders. The summary sections and case studies have > also really helped to embed my understanding. > > I would highly recommend this book to anyone who is looking to improve the > customer outcomes, security and efficiency of their contact centre operations. > > Program Manager - Big 4 Bank UK > A MUST-READ FOR ANYONE WHO CARES ABOUT CALL CENTER SECURITY. > > Unlock Your Call Centre is a must-read for anyone involved with call center > management, telephone technology, or risk compliance. Until you read this > book, you won’t know what you don’t know (and I’m not talking about all those > forgotten PINs and passwords). Matt’s book is an easy-to-read, comprehensive > guide to understanding and implementing modern call center security that > everyone should keep handy. > CEO - Switzerland > CLEAR, CONCISE, CRITICAL CONTEXT AND ROADMAP FOR YOUR BUSINESS > > A clear, accessible, and deeply useful book on a topic that can be, at times, > very complex. Speed to resolution, confidentiality, and data security are > three non-negotiable expectations of your customer support journeys. > > Smallman outlines the challenges and opportunities within that critical > context and provides a roadmap for organizations to level-up and modernize > their security methods. This is a timely primer for anyone new to the security > and authentication space and an invaluable resource for making the case to > improve your current solutions, there's something in here for every part of > your org. What I most appreciate, the book never loses sight of the customer > perspective, their journey and relationship to your business remains at the > heart of the book's tenets and recommendations. > > Program Manager - Pacific NW Author WHO IS THE AUTHOR? Matt Smallman led call centre, strategy and change teams at two of the UK's largest retail banks, seeing first-hand the impact of traditional security processes on every dimension of call-centre performance. In 2012 he designed and led the award-winning implementation of Voice Biometrics for the UK's largest wealth manager. For the first time, customers were able to access their accounts, authenticated only by their voice as they talked to an agent. Customer's, agent's and the bank's bottom line loved the results. Five years later, frustrated that so many customers were still receiving poor security experiences, he founded SymNex Consulting to help organisations bridge the gap between the potential of modern security and the realities of their call centres. At SymNex, he has led the design and implementation of modern security processes for several of the most customer-centric brands in North America and Europe. Today, tens of millions of their customers receive quicker, easier and more secure call centre experiences as a result. He has been featured by the BBC, FT, and Wall Street Journal. -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- * Services * Insight * Make The Case * Accelerate Delivery * Maximise Impact * Market Perspectives * Tools * Call Centre Security Scorecard * Security Path Visualisation * Supplier Directory * Glossary * Voice Biometrics Calculator * About Community CONTACT hello@symnexconsulting.com +44 20 332 2504 SymNex Consulting Limited is a company registered in England and Wales with company number 10006091 and VAT ID GB 239022132 Registered Office: 20-22 Wenlock Road, London, N1 7GU, United Kingdom | Privacy Policy | Cookie Policy © Copyright 2016-2024 SymNex Consulting Ltd SearchSubmitClear * Services * Insight * Make The Case * Accelerate Delivery * Maximise Impact * Market Perspectives * Tools * Call Centre Security Scorecard * Security Path Visualisation * Supplier Directory * Glossary * Voice Biometrics Calculator * About Community SearchSubmitClear