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We spend a lot of time talking about transformation, performance and what needs to improve. Do we spend enough time recognising what is already excellent and the people behind it?
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PRESS RELEASE: CCA Global Launches New Fraud & Risk Framework for Customer Experience© to Help Organisations Combat Evolving Fraud Threats
CCA PARTNERSDeveloped with leading financial services organisations and supported by Smartnumbers, the new framework helps organisations assess and strengthen the operational controls, people and processes that reduce fraud risk and de-risk live customer interactions
This report explores how fraudsters are industrialising their operations and using the contact centre as a critical entry point.
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This report focuses on the role of the telephony channel in insurance fraud. It explains how fraudsters target insurers across the policy and claims lifecycle, and how greater visibility of caller activity can reveal behavioural and intent signals that ar
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This guide looks at how organisations can use contact centre intelligence to detect fraud earlier, disrupt organised crime networks and better protect customers.
Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.
The guide offers insights into combating fraud across all channels and sectors, highlighting the importance of safeguarding contact centres to protect organisations and their customers.
CCA Global is delighted to announce the companies and individuals shortlisted for 2025's prestigious Excellence Awards.
Dealing with fraud in banking contact centres
CCA Global, in partnership with Platinum Partner Smartnumbers, hosted a round table breakfast session in London, uniting over 30 leaders in customer service and CX to tackle the crucial issue of security and fraud in customer operations.
As organisations strengthen their defences against AI attacks, fraudsters are turning their focus to tricking consumers. Fraudsters are increasingly adopting AI tools to make scams more convincing leaving organisations in need of new ways to spot customer
The hidden fraud lurking in the shadows
In this broadcast, hosted by CCA CEO, Anne Marie Forsyth with leading expert Matthew Addison, Chief Revenue Officer at Smartnumbers, we explored the challenging landscape of fraud and how it's being presented in the contact centre environment.
Fight fraud, not customers: A conversation on securing contact centres with CCA Global & Smartnumbers
Building a team for success
In the contact centre, time is money - and every second of time is reduced is money saved for the organisation and a smoother experience for the customer.
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