The Impact of Contact Centre Fraud

THE DATE: Tuesday 21st June 2016

THE LOCATION: St Pauls Cathedral in London

The timings for this event are: We will start the day at 9.30 and finish at 1.30 followed by buffet lunch

THE DESCRIPTION: Contact Centre fraud is not new, however with the increase in proactive, assisted and self-service technologies, it has now become the most vulnerable of all touchpoints. This threat becomes more complex as we migrate to omni-channel which provides choice for both customer and criminal.

Join Martin Hill-Wilson and speakers from Lloyds Banking Group, The AA, CCMA and Pindrop to discuss the impact of contact centre fraud.

During this event, we will share new research from the CCMA and Martin Hill-Wilson on the current behaviours of fraudsters and the risk they pose to Contact Centres. You will learn how to protect your organisation from call centre fraud, while improving customer experience. Lucy Parton Head of Automated Services at Lloyds Banking Group and Chris Monk Head of Fraud at the AA will provide insight from an enterprise perspective.

Pindrop will also share their research from the 2016 UK Contact Centre Fraud report, as well as real life demos of how the fraudsters are working around your systems.

Join us in the fabulous surroundings of St Paul’s Cathedral in London for this event, followed by lunch and the opportunity to tour the cathedral.

Speaker Bio:

Martin Hill-Wilson is a long standing member of the UK customer service/experience/engagement community. Most often contributing as a keynote speaker, blogger and curator of industry trends. He was involved in the first generation of call centre deployments during the early 1980. Still on the mission today! Martin currently use Brainfood Consulting to deliver strategy and execution services for the customer service and social business markets. This increasingly involves all forms of digital transformation.

www.brainfoodextra.com

The CCMA is the longest established association representing the call centre industry in the UK.  They support contact centre managers through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training.

www.ccma.org.uk

Pindrop provides enterprise solutions to secure phone and voice communications. Pindrop solutions reduce fraud losses and authentication expense for some of the largest call centers in the world. Pindrop’s patented Phoneprinting technology can identify, locate and authenticate phone devices uniquely just from the call audio thereby detecting fraudulent calls as well as verifying legitimate callers. 

www.pindrop.com

This event will be of interest to:

Contact Centre Managers, Customer Experience Managers, Fraud Management Managers, Business Improvement Managers

THE ORGANISERS: Pindrop and CCMA