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Fraudsters are targeting contact centres across all sectors and via a variety of channels, with increasingly sophisticated approaches. How can contact centre leaders spot and prevent fraud, avoid being a vehicle for scams and limit fraudulent activity, while also providing a seamless and effortless experience for their customers?
This roundtable event is designed to give delegates an opportunity to share their challenges, to discuss the fraud they’re experiencing in their contact centre; along with patterns, trends and fraud prevention measures. We hear from industry experts, share insights and research and invite members to tell their stories in an informal but incredibly valuable session.
Of course, as always, this is a great opportunity network, share ideas and benchmark your own organisation against other member organisations.
Welcome & Introductions
As technology continues to play a key role in enhancing both customer and employee experiences, it’s also reshaping the landscape of fraud and risk protection. In this roundtable discussion, we’ll dive into how fraudsters are evolving their tactics, leveraging innovation to bypass human interactions, and what that means for the security of our contact centres.
Key topics we’ll explore include:
Fraudsters are targeting contact centres across all sectors and via a variety of channels, with increasingly sophisticated approaches. How can contact centre leaders spot and prevent fraud, avoid being a vehicle for scams and limit fraudulent activity, while also providing a seamless and effortless experience for their customers?
As part of this session, Smartnumbers will share key insights from their annual Contact Centre Fraud Report, with a focus on uncovering the specific threats facing retail contact centres. Drawing on industry-wide intelligence, they’ll explore how fraudsters are using reconnaissance and agent manipulation to bypass controls and what practical steps organisations can take to protect both their customers and their brand.
AOB & Close
