Steve Williams

When callers reach a bank contact center, the first question on their minds is often, “OK, which question will they ask first?” Commonly referred to as knowledge-based authentication (KBA), these queries occur at the start of […]

EMV verification, a global standard for credit and debit payment cards based on chip card technology, makes it difficult for fraudsters to make counterfeit credit cards. It also provides more security for consumers. Even so, there […]

Managing the “behind-the-scenes” of back-office operational areas, such as consumer loans and transaction processing, bears a strong resemblance to putting on a Broadway show. You have 1) a script (your list of tasks and process maps that […]