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LinkedIn Live with Tim Burton

Leigh Hopwood, CEO at CCMA, chats to Tim Burton, Chief Customer Officer at Smartnumbers, live on CCMA LinkedIn.

Watch the video below as Leigh and Tim discuss the rise of fraud in the contact centre and what industry leaders can do to tackle it. Tim also elaborates on three key pieces of advice for industry leaders, and those for the frontline:

  • Start with network level intelligence which tells you about the origination of the caller
  • Empower your frontline colleagues and guide them through a process that is easy to follow
  • Ensure that you are able to collaborate internally across systems and externally with partners

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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