Aite conducted extensive mystery shopping calls into various contact centers to find out how customer experience is affected by authentication requirements. Watch Aite Groups Senior Analyst, Shirley Inscoe, and Pindrop’s Chief Marketing Officer, Mark Horne, as they unveil the findings from their mystery shopping journey. Some prefer extensive authentication methods, but this can hurt the customer experience. Others might provide customers with more freedom but end up exposing the call center to fraud risk. We discuss these different experiences during this webinar, including the good, the bad, and the ugly.”]