Operationalizing Identity: IAM for Customer Service
summary
Covers identity and access management as applied to customer service operations, focusing on biometric authentication, account recovery, and fraud risks. Describes techniques for managing customer and workforce identities outside the application stack to reduce operational risk.
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chapters (20)
- 0:00Intro
- 2:56The Customer Service Landscape
- 3:47Common Use Cases
- 4:53Many Use Cases, More Data Access
- 5:45Agents May Have Advanced Privileges
- 7:44Your objectives are...
- 12:26Knowledge-Based Authentication
- 13:22Pins and Passwords
- 13:59SMS and E-mail OTP
- 15:26Voice Biometrics
- 17:22Browser Sign-In
- 22:57Key Takeaways - Customers
- 23:56Your Workforce
- 24:25Multi-Factor Authentication
- 26:11Authorization and Access
- 29:00More Complexity - Contractors
- 30:11Key takeaways - Workforces
- 33:44Build a Risk Management Framework
- 37:51Considerations for Change Management
- 39:45Applying What You've Learned
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