What’s next.

As part of our “Client insights and intel” webinar series, I recently had the pleasure of interviewing Mark DiMarzio, VP Risk of Fidelity Investments, during a virtual fireside chat.  Mark spoke about business practices to address increases in fraud volume, thinking through fraud verification and alert processes, and how to help his team understand patterns […]

As one of Australia’s “big four” financial institutions, National Australia Bank (NAB) serves more than 6 million customers across the country with around 2,000 frontline bankers handling more 8 million inbound calls every year. That’s a lot of phone interactions, making it difficult to deliver exceptional customer service, especially when time-consuming – and sometimes confusing […]

For many organisations, the contact centre is still the most important channel for customer engagement. But it’s also the most difficult to protect using traditional fraud prevention and detection techniques. It’s a tempting target for fraudsters, and research shows that 61% of fraud touches the contact centre at some stage.1 One of the biggest vulnerabilities […]

Fraudsters don’t stop their crimes because of a pandemic. They often seize the immense change that comes with an event like this to ramp up activity. With the recent shift to a stay-at-home world, there is a significant increase in fraudster attacks against call centers – testing for vulnerabilities by directly attacking work-at-home agents, or […]

Improving the customer experience is all about removing friction from every interaction. The easier it is to interact with your brand, the more likely your customers are to stay long-term. But what could be more frictionful (if that’s a word) than calling an IVR and having to answer a multitude of security questions? Not only […]