09:00
Welcome and Introductions
Kate Law, Membership & Learning Director, CCMA
What does excellence in fraud prevention look like in a contact centre? It’s more than just a reactionary measure; it’s a strategic and proactive approach that protects both your organisation and your customers.
In this session, we will explore what sets top-performing contact centres apart in their battle against fraud. We’ll delve into emerging fraud trends, dissect the sophisticated tactics used by fraudsters, and highlight how collaboration between organisations is driving more effective early detection and prevention. Engage with industry experts as we share valuable insights, showcase real-world case studies, and discuss innovative strategies for fortifying your fraud prevention measures.
Join us as we reimagine and enhance the critical practice of fraud prevention in contact centres and discover how your peers are tackling these challenges head-on.
Welcome and Introductions
Understanding Contact Centre Fraud and Collaborative Countermeasures
In this brief session, Smartnumbers will share insights from millions of calls to UK contact centres through the Smartnumbers platform, revealing:
Navigating the Challenges of Fraud Detection
Today’s panel will showcase their cutting-edge methods for detecting and protecting against fraud rings. With fraudsters becoming more sophisticated, the task of safeguarding your company and customers is increasingly demanding. Join us to learn about the most audacious fraud ring they’ve faced and how they adapted their detection, training, and communication strategies to overcome it.
Break
Mastering Fraud Prevention: Insights into Processes, Systems, and Training Techniques
Join us for an engaging discussion on cutting-edge fraud prevention tactics, exploring processes, systems, training, and communication strategies.
Optional Site Tour
Networking Lunch
AOB & Close
