How to balance fraud prevention with customer experience in the contact centre
Overcoming increasingly sophisticated attacks while improving customer experience and agent wellbeing.
September 13, 2022
2 minutes
Contact centre fraud is now big business and agents are increasingly working against the odds.
They have to simultaneously handle a growing volume of calls, try to reduce call handling times and balance the need for greater security measures with personable and proactive service.
It’s under these challenging conditions that the inefficiencies of traditional knowledge-based authentication methods have become clear, proving to be a major source of frustration and an unnecessary drain on precious time for both agents and customers. Annually, ID verification alone is costing the contact centre £1b: roughly equivalent to the cost of building the Burj Khalifa.
To combat this, organisations need to be exploring new and innovative ways to successfully prevent fraud while seamlessly authenticating customers and continuing to maintain outstanding levels of customer experience.
In this whitepaper, our experts explain how to boost your security, improve customer service and futureproof your contact centre. This includes:
key security challenges in the contact centre
the latest contact centre solutions
the five stages of fraud.
common forms of attack to look out for
critical steps to protect your estate
how to streamline authentication and redirect fraudsters
how to detect fraud using artificial intelligence (AI).
