Matt is passionate about helping contact centres and customers have a better experience when it comes to identification and authentication. A voice biometrics expert Matt has written a book called 'Unlock your call centre' in this episode he tells tells us all about it and also covers;
- We all tolerate poor security experiences without really understanding their implications (particularly on front line colleagues)
- Organisations need to understand where they are starting from - It’s not always as clear cut or visible as you might think - tools on web site
- Advanced technology solutions are increasingly accessible for all types of organisations - need to choose the right ones for your context
Well done Matt on a great book - the more books about our industry the better.
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