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    Call authentication is a process that verifies the identity of a caller and makes illegal spoofing more difficult As denoted in the STIR SHAKEN framework, a certificate of authenticity needs to be attached to every call so that service providers can differentiate legitimate calls from fraudulent calls like illegal spoofing, robocalls, or spam
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    Agents are the first and most important line of defense when it comes to improving first call resolution (FCR) It is therefore important that they know the importance of FCR and have a comprehensive understanding of what they can do to help increase it Below is a how-to guide for agents that will help them increase FCR: 1
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