Fraudsters are targeting contact centres across all sectors and via a variety of channels, with increasingly sophisticated approaches. How can contact centre leaders spot and prevent fraud, avoid being a vehicle for scams and limit fraudulent activity, while also providing a seamless and effortless experience for their customers?
This roundtable event is designed to give delegates an opportunity to share their challenges, to discuss the fraud they’re experiencing in their contact centre; along with patterns, trends and fraud prevention measures. We hear from industry experts, share insights and research and invite members to tell their stories in an informal but incredibly valuable session.
Of course, as always, this is a great opportunity network, share ideas and benchmark your own organisation against other member organisations.
Agenda
Topic: Balancing Customer Experience with Catching Criminals
12:00 – Welcome & Introductions
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| 12:15 – Can You Protect Against Fraud Without Lessening the Customer Experience?
As technology continues to play a key role in enhancing both customer and employee experiences, it’s also reshaping the landscape of fraud and risk protection. In this roundtable discussion, we’ll dive into how fraudsters are evolving their tactics, leveraging innovation to bypass human interactions, and what that means for the security of our contact centres. Key topics we’ll explore include:
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| 12:45 – Balancing Customer Experience with Catching Criminals
Fraudsters are targeting contact centres across all sectors and via a variety of channels, with increasingly sophisticated approaches. How can contact centre leaders spot and prevent fraud, avoid being a vehicle for scams and limit fraudulent activity, while also providing a seamless and effortless experience for their customers? As part of this session, Smartnumbers will share key insights from their annual Contact Centre Fraud Report, with a focus on uncovering the specific threats facing retail contact centres. Drawing on industry-wide intelligence, they’ll explore how fraudsters are using reconnaissance and agent manipulation to bypass controls and what practical steps organisations can take to protect both their customers and their brand.
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13:15 – AOB & close
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About the Speaker
May Lin Tye, Senior Product Manager, Smartnumbers
May Lin is the product lead for Smartnumbers Protect, driving the growth of our industry-leading contact centre fraud prevention solution. She works across two cross-functional development teams to deliver innovation in fraud intelligence and customer engagement, helping organisations stop fraudsters before they reach vulnerable customers.
With a strong background in product strategy and delivery, May Lin plays a key role in expanding Smartnumbers Protect into new sectors. She partners closely with customers to co-design features, refine product–market fit, and share best practice across the Smartnumbers fraud prevention community. Her focus on intelligence sharing and collaboration is helping organisations build stronger defences and reduce fraud losses.
Where and when?
Date: Thu 11 Sep 2025
Time: 12:00 - 13:30
Location: Online
Who is it for?
Directors, Head of Customer Service, Fraud Managers, Senior Leaders, Fraud Investigations Managers, Head of Claims, Head of Financial Crime, Head of Commercial Risk, Head of Risk and Compliance.
How much is it?
Free for CCMA members
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