Kelley works on the Account Security team at Twilio, helping developers manage and secure customer identity in their software applications. Previously she worked in a variety of API platform and data engineering roles at startups in San Francisco. She believes in making technical concepts, especially security, accessible and approachable for new audiences. In her spare time, Kelley is an avid home cook and greatly enjoys reorganizing her tiny kitchen to accommodate completely necessary small appliance purchases.
I called dozens of contact centers to learn about how companies attempt to identify and authenticate the end user. This talk will share best practices you can use to secure your own call centers.