Raising the profile and importance of contact centre security.
Fraud in the UK accounts for some £2.3bn and will continue to rise in the years ahead. A significant proportion of fraud happens digitally and through the contact centre creating a growing urgency for the protection of sensitive data and the integrity of customer interactions.
 
Following the first insightful round table discussion on fraud and customer experience hosted in London in June 2023, Smartnumbers are excited to host a second session that delves deeper into this critical topic.  
 
Building on the experiences shared during our first discussion, this session aims to harness the collective wisdom of CCA members to explore best practices, lessons learned, and innovative approaches in combating fraud while maintaining exceptional customer experiences. Together, we hope to uncover strategies and initiatives that support both colleagues and customers, driving towards greater security and satisfaction. 
 
Proposed discussion questions: 
  • What proactive measures has your organisation implemented to detect and prevent fraudulent activities while ensuring minimal disruption to the customer experience? 
  • Can you share any success stories or case studies where your team effectively mitigated fraud without compromising customer satisfaction? What were the key factors contributing to these successes? 
  • In light of evolving fraud tactics and customer expectations, how do you ensure that your fraud prevention strategies remain agile and adaptable? 
  • How do you foster a culture of vigilance and accountability among frontline staff to identify and report potential fraud incidents promptly? 
  • What role does technology play in your organisation's fraud prevention efforts, and how do you balance automated detection systems with human intervention to maintain a personalised customer experience?

This session will take place in the morning of the CCA Leaders Summit on the 12 June at Capita Experience in London.

To register your interest in attending, please use the register button above.