Explore the challenges and best practices of contact center authentication in this 43-minute conference talk from AppSecCali 2019. Delve into Kelley Robinson's research on how companies authenticate customers over the phone, from startups to Fortune 50 organizations. Learn about the gaps in phone authentication compared to online security measures, and discover strategies to improve the experience for both customers and call center agents. Gain insights into what information should be available to agents and how to integrate authentication features into web and mobile applications. Examine real-world examples, discuss the limitations of current methods, and consider the future of authentication in customer support scenarios. Leave with actionable takeaways to enhance security and user experience in your own contact center operations.