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Striking the Right Balance Between Security and Service: Contact Center Fraud Prevention

Government agencies globally are issuing warnings about the increased risks of fraud attacks. Remember, the bad guys aren’t sleeping, and in fact, they are taking full advantage of the many challenges contact centers are experiencing during this pandemic: a booming amount of complex interactions, private data shared, and agents at home. In “normal” times, 30% of a company’s fraud involved the fraudsters passing through the contact center on their mission to steal information and gain access. Think about the current situation, with many standard processes in upheaval. Employees and customers are home, and emotions, the need to connect, and compassion are running high. Join this webinar to gain a better understanding of how much more prevalent fraud is right now, what you can do to mitigate it in your business, and how to protect your company AND your customers.