Your Contact Centre Can Stop Crime

When society faces tough times, criminal activity increases. The contact centre is in a unique position to be able to identify this activity and has the potential to do something about it. Brands are further demonstrating the value of their contact centre by transforming them into proactive fraud prevention powerhouses. 

By shifting the focus from individual transactions to tracking criminal networks, organisations can identify fraudulent activity before it occurs, building comprehensive profiles of fraudsters to disrupt coordinated attacks. It’s now possible to proactively detect threats and deploy real-time call analysis technologies to assess fraud risk through metadata patterns, caller behaviour and cross-industry intelligence before calls reach your frontline.

We’ve invited experts in this field to tell us more about how we can stop crime. Join Leigh Hopwood, CEO at the CCMA, as she hosts an informative and advice-laden debate with:

• Dr Nicola Harding, Criminologist and expert in Fraud & Financial Crime Prevention
• Louise Oliver, Senior Fraud Investigator, Lloyds Bank
• Paul Burgess, Senior Manager, Control Design and Delivery, UK Fraud, HSBC
• Holly Simpson, Senior Account Manager, Smartnumbers

During this interactive online seminar, we’ll be uncovering the steps you can take to make a difference not only to your organisation but for society as a whole. Come with your questions too as Leigh puts them to the panel.

About the Speakers

Dr Nicola Harding, Criminologist

Dr Nicola Harding is a leading criminologist and subject matter expert in financial crime. Formerly CEO of We Fight Fraud, she works with banks, fintechs, retailers, critical infrastructure, regulators, and governments across the world to tackle fraud and design out systemic vulnerabilities. Nicola combines academic depth with frontline industry insight, advising organisations on fraud prevention, consumer protection, and corporate resilience. Her work spans original research, policy influence, and creative interventions – from exposing loopholes digital payments to developing innovative prevention frameworks adopted across the financial sector and beyond.

Paul Burgess, Senior Manager, Control Design and Delivery, UK Fraud, HSBC

Paul has worked for HSBC for 42 years. For the past 10 years, he has been dedicated to the area of Fraud and Financial Crime, with a particular focus on supporting staff channels, the customers they serve, and strengthening fraud controls within the contact centre. His work has included the implementation and oversight of technologies such as voice biometrics and SmartNumbers.

Louise Oliver, Senior Fraud Investigator, Lloyds Banking Group

With over a decade of experience spanning fraud operations, contact centres, and branch banking, she brings a deep understanding of customer behaviour and fraud risk across multiple channels. Beginning her career in branch banking before transitioning into contact centre fraud support, where she developed a strong foundation in customer service and fraud detection. In her current role, specialising in telephone fraud, Louise manages complex investigations, collaborates with internal stakeholders, and leads initiatives that reduce losses and strengthen fraud resilience. Louise is passionate about using data analysis and emerging technologies to enhance fraud detection capabilities. She plays a key role in optimising systems and processes across contact centres, supports team development through coaching and training, and champions innovation in fraud prevention strategies. Known for her collaborative approach and proactive mindset, Louise is committed to shaping fraud protection frameworks that deliver the best outcomes for both customers and the business.

Holly Simpson, Senior Account Manager, Smartnumbers

As a Senior Account Manager at Smartnumbers, Holly supports leading UK retail banks in protecting their contact centres against fraud. Working with the Smartnumbers Consortium of customers and partners, Holly helps organisations benefit from our AI-powered platform which combines shared data on known fraudsters with machine learning technologies to protect the contact centre and its customers. Holly combines her deep knowledge of the sector with strong focus on building trust, collaboration and bold solutions.

Open to all.

Discover how your contact centre can become a frontline defence against fraud. This session brings together industry experts to share practical strategies and emerging technologies that help detect criminal activity before it strikes. Learn how to use real-time call analysis, behavioural insights, and cross-industry intelligence to turn your contact centre into a proactive crime prevention hub. 

Free to attend.