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Tracey Nyholt: Making The Call Center Customer Verification Experience Secure And User-Friendly

By Emily Lewis from Made in CA


What if there was a way to make your call center customer verification experience secure and user-friendly? TechJutsu provides a Caller Verify solution that will leave your customers and service desk saying “that was easy!”


Tell us about yourself?

I was an English major that didn’t want to be poor, so I started reading cybersecurity books. 25 years of continuous learning has led me to found the cybersecurity company TechJutsu.


If you could go back in time a year or two, what piece of advice would you give yourself?

Don’t get overwhelmed by the path just take one small step at a time.


What problem does your business solve?

The problem of caller impersonation to call centers, which costs the financial services sector millions of dollars every year.


What is the inspiration behind your business?

Too often smart people in isolation come up with security concepts that are simply not usable for the populations they are meant to serve. We are inspired to create accessible security for real people interfacing with real companies. This means asking people like my parents if they would use the security solutions we develop if their bank offered them and LISTENING to their feedback.


What is your magic sauce?

When I founded TechJutsu, I finally felt free to be feminine at work. I thought a lot about what this meant from a leadership perspective. For me, it means really caring about how people feel. So instead of performance reviews, we have happiness check-ins at TechJutsu where I ask my employees how they are feeling about things and what the company can do to make things better for them.


What is the plan for the next 5 years? What do you want to achieve?

We plan to launch our patent pending Caller Verify product to the US market. This will revolutionize how call centers verify the identity of callers by being both more secure AND more usable.


What is the biggest challenge you’ve faced so far?

The biggest challenge we have had is when one of our team members passed away. She was much beloved, and it was difficult for everyone. But I am proud of how the team dynamic of caring for each other pulled us through our grief.


How can people get involved?

If you are a business with a call center and want to learn more about caller verification, please book a meeting with us though our website at www.techjutsu.ca.

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