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
|
| 12:15 – Can You Protect Against Fraud Without Lessening the Customer Experience?
With technology placing a key role in enhancing customer and employee experience, we will explore the impact on fraud and risk protection initiatives and how fraudsters are evolving their approach to criminal activity via the contact centre. During this roundtable discussion we will explore:
|
13:15 – AOB & close
|
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
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.