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New Trends in Contact Center Fraud and How to Fight Back
Forrester predicts that voice will be the channel of choice for customer service as businesses make empathy a new priority. But fraudsters have already been profiting off peoples’ increased vulnerability and won’t slow down in 2021: 36% of contact centers reported a rise in fraud losses in 2021, and 90% of certified fraud experts anticipate a further increase in fraud over the next 12 months.

Now is the time to strengthen the security in your voice channels—and make sure you can proactively detect fraudsters before they reach your agents or IVR.

It’s a pivotal moment for contact centers. The leaders who grasp what’s changed—and seize the mandate to strengthen fraud prevention—will set their teams up to stand out for months and years to come. On the other hand, organizations that downplay these threats or place their investments in the wrong channels will quickly become prey for opportunistic, hungry fraudsters.

Join experts from USAA, Forrester Research, and Neustar for a round-table discussion on how to fight back.

Together, we’ll explore the state of the contact center in 2021, identifying critical security vulnerabilities and suggesting practical solutions—such as authenticating both the caller and the call.

Jun 22, 2021 11:00 AM in Eastern Time (US and Canada)

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Speakers

Mike Slaugh
Executive Director - Financial Crimes Prevention, USAA
Andras Cser
VP & Principal Analyst - Security & Risk Management, Forrester Research
Lance Hood
Sr. Director of Authentication Solutions, Neustar