TRUSTID

DECEMBER 16, 2018

It’s essential for ensuring their information isn’t used for malicious activity such as account takeovers or identify fraud. According to the Identity Theft Resource Center, no corner of the business sector is completely immune to fraud. Contact center agents don’t trust KBA. So what have we learned?

Engineering 52

Engineering call center professionals Call Center Accountability 52

TRUSTID

AUGUST 30, 2018

While banks know that relying on conventional knowledge-based authentication (KBA) can leave customer accounts vulnerable to social engineering attacks, many continue to take that risk anyway.

Banking 64

Banking call center professionals Engineering Contact Center 64

TRUSTID

JUNE 14, 2018

In other words, these personal nuggets are gold to social engineers. The data is collected by fraudsters to build personal profiles they can sell to other criminals, apply for credit cards, or socially engineer banks to takeover customer accounts.

Banking 50

Banking Engineering call center professionals Call Center 50

TRUSTID

APRIL 24, 2019

By verifying callers before a phone agent picks up, contact centers can remove the risk of account takeovers and other fraudulent activity. These phone scams use personally identifiable information (PII) to answer telephone security questions to slip passed call center’s basic defenses. Reduces fraud rates.

call center professionals 48

call center professionals Contact Center Engineering Education 48

pindrop

JUNE 10, 2020

For a call center professional concerned with fraud mitigation, a real-world form of this bias is an AI systematically ignoring costly fraudster activity and instead focusing on genuine caller behavior and flagging it as suspicious or fraudulent because it doesn’t “fit” the criteria for fraud that the machine has learned. .

Contact Center 121

Contact Center Finance Engineering call center professionals 121