What are the latest scams impacting the contact centre? How are fraudsters using apps, social channels and voice differently to commit crimes of unlawful gain? Where is the weakest link and how can you strengthen it? 

It’s widely reported that fraud is on the rise, in fact it’s above pre-pandemic levels according to some experts. In response, last year the UK Government published its UK Fraud Strategy with the aim of reducing fraud and cyber crime by 10% by 2025. So how is that going?  

Join this insightful and interactive debate, supported by industry experts Smartnumbers, where we’ll  

  • Uncover the latest scams that are rocking the contact centre industry 
  • Share how fraudsters are using different channels to exploit the weakest links in the contact centre  
  • Discuss how this impacts our frontline 
  • Hear how the contact centre can protect itself. 

Leigh Hopwood, CEO at CCMA, will be hosting this online seminar with support from Tim Burton, Chief Customer Officer at Smartnumbers. 

About the Speaker

Jen Turner, Head of Sales, Service and Retention, The AA

Jen recently joined the AA as Head of Sales, Service and Retention and has held previous operational positions at Endsleigh Insurance and Markerstudy Broking. She has over 20 year’s experience in customer contact and operational excellence and a proven track record of leading and engaging remote and hybrid teams. She has also been part of the UKCCCMA judging panel for 10 years and a judge for the ECCCSAs since 2017.

Paul Whymark, Chief Operating Officer, Sensée

Having joined the business in January 2020, Paul is the COO at the UK’s leading pureplay homeworking BPO, Sensée.

Prior to this Paul has spent most of his career in financial services contact centres, with senior leadership roles at Hastings Direct, Royal and Sun Alliance (RSA) and Direct Line Group.

Book your place(s)


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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Supported by

Where and when?

Date: Thu 25 Apr 2024

Time: 12:00 - 13:00

Location: Online

Who is it for?

Open to all members and non-members.

Why should you go?

Hear the latest fraud stories and how you can protect the contact centre.

How much is it?

Free to attend.

Book your place(s)


As well as Attendee 1 above, please book places on this event for the following people:

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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