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Your call centre needs to be sure that a caller is who they say they are and proving their identity quickly is key to keep fraudsters out and deliver a smooth caller experience. That said, traditional authentication processes can be costly, difficult to use, and often provide little real security. So how can you ensure […]

Over the last two years, Covid has fundamentally changed the situation for contact centres. With more customers having to solve problems from home, demand for contact centres has rapidly increased. But at the same time, the disruption that Covid has caused, together with the move to remote working, has made contact centres a magnet for […]

Investors in People celebrates the very best places to work around the world. With more than 50,000 organisations being audited, it’s the global benchmark when it comes to people management, and Smartnumbers is one of the very few businesses to have been honoured with the Platinum accreditation.  In this post, Jamie Melling, CEO, interviews Heena […]

For the last two years, lockdown restrictions have had a profound impact on contact centres. With consumers unable to deal with enquiries in person, contact centre agents have been flooded with a tidal wave of new customer enquiries. At the same time, managing this demand against the backdrop of remote working has been a challenge.  […]

Every call centre needs to be sure that the person on the end of the phone is who they are claiming to be for most if not all calls. Even if goods, services, or money are not at immediate risk, some personal data is inevitably used in conversations between companies and their customers. Call centre […]

Over the last year, the quantity and severity of fraud attacks has vastly accelerated. Disruption and instability, together with an economic recession is creating a perfect storm of chaos that fraudsters everywhere are seeking to capitalise on. For many organisations, secure authentication and fraud prevention are the watchwords of 2021.   But when it comes to […]

In times of great disruption, companies must streamline their operations to thrive in uncertainty – especially when it comes to preventing fraud. To effectively protect their customers, organisations need proactive processes and ensure they have the knowledge to recognise fraud from the very start. But when the teams responsible for instilling those protections are unable […]

If you’re a global organisation with contact centres spread around the world, fraud prevention can be tricky. That’s because different countries have different regulations and standards when it comes to gathering customer data and managing fraud. In short, that means it’s difficult to come up with a fraud prevention solution to encompass all your contact […]

Whether you’re a bank, a phone provider or a customer service team — every contact centre grapples with the same fundamental problem. How do you ensure the customer you’re talking to is who they say they are? And how do you do that without driving well-meaning, genuine customers mad with endless knowledge-based authentication questions? This […]

Compared to digital channels the contact centre can often be overlooked, making the contact centre a weak link and critical fraud vulnerability.  Rather than a reliance on cumbersome and ineffective knowledge-based verifications, Gartner advises that “organisations must deploy a layered defence of identity proofing, fraud detection and authentication capabilities, closely coupled with tighter integration into cross-channel […]