Some refer to the contact center as the gateway to customer centricity. It is the point at which the brand achieves meaningful, lucrative connections with customers. Fraudsters have a different perspective. They view the contact center as an opportunity for exploitation. It is the security weakness they can leverage for their nefarious intentions. Many organizations underestimate the extent of this vulnerability. As a result of the knowledge gap, increasingly sophisticated attacks and operational shortcomings, the contact center is under siege. Fraudsters are targeting contact centers, substantially hurting organizations, employees and customers in the process. How should businesses respond? Our Technology & Innovation Focus Day spotlight on CX Security & Fraud provides key highlights from the CCW Digital special report, interviews a practitioner on their journey, and then dives into an interactive exercise.
Director & Principal Analyst, CCW Digital
Customer Management Practice