Contact centres: how to escape the games of ‘Guess Who?’
Amit Desai · Biometric Technology Today · 2016
Can you confirm your postcode? What's your mother's maiden name? What are the first, fourth and fifty-fourth letters of your secret password? In the face of such an onslaught of security questions – the logical consequence of password-based authentication – customers are forced to rack their brains for the right answers and it is easy for frustrations to mount. Consumers are getting increasingly annoyed about this style of authentication process, which has become more like a long game of ‘Guess Who?’ than a customer service interaction.