SIG - Fraud Protection: October 2024

What does excellence in fraud prevention look like in a contact centre? It’s more than just a reactionary measure; it’s a strategic and proactive approach that protects both your organisation and your customers.

In this session, we will explore what sets top-performing contact centres apart in their battle against fraud. We’ll delve into emerging fraud trends, dissect the sophisticated tactics used by fraudsters, and highlight how collaboration between organisations is driving more effective early detection and prevention. Engage with industry experts as we share valuable insights, showcase real-world case studies, and discuss innovative strategies for fortifying your fraud prevention measures.

Join us as we reimagine and enhance the critical practice of fraud prevention in contact centres and discover how your peers are tackling these challenges head-on.

Agenda

09:00 – Welcome and Introductions	Kate Law, Membership & Learning Director, CCMA
09:15 – Understanding Contact Centre Fraud and Collaborative Countermeasures In this brief session, Smartnumbers will share insights from millions of calls to UK contact centres through the Smartnumbers platform, revealing: Changes in fraud over the past 12 months The tactics of prolific fraudsters attacking multiple contact centres and how these methods are evolving. How different organisations detect fraud and how collaboration is aiding in earlier disruption of fraudulent activities.	Jamie MacGregor, Group Product Manager, Smartnumbers.
09:40 – Navigating the Challenges of Fraud Detection Today’s panel will showcase their cutting-edge methods for detecting and protecting against fraud rings. With fraudsters becoming more sophisticated, the task of safeguarding your company and customers is increasingly demanding. Join us to learn about the most audacious fraud ring they’ve faced and how they adapted their detection, training, and communication strategies to overcome it.	Nick Edge, Head of Fraud, Likewize and Neil Wood, National Claims Counter Fraud Manager, Markerstudy
10:15 – Break
10:30 – Mastering Fraud Prevention: Insights into Processes, Systems, and Training Techniques Join us for an engaging discussion on cutting-edge fraud prevention tactics, exploring processes, systems, training, and communication strategies.	All
11:15 – Optional Site Tour
11:45 – Networking Lunch
12:30 – AOB & Close	Kate Law, Membership & Learning Director, CCMA

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Where and when?

Date: Wed 9 Oct 2024

Time: 09:30 - 12:30

Location: HM Courts & Tribunals, Birmingham

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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SIG – Fraud Protection: October 2024

Agenda

Book your place(s)

Where and when?

Who is it for?

How much is it?

Book your place(s)