Unlock Your Call Centre

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.

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.

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.

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 organisations 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.