How to Combat Healthcare Identity Theft
Earlier this year, the Attorney General warned that at least two states in the US experienced an unprecedented healthcare data breach impacting up to 1 in 3 Americans. Although healthcare organizations have gotten much better at detecting these attacks since 2010, hacks remain the leading cause of healthcare data breaches, and healthcare identity theft is […]
10 Fraud Detection Questions From Our Recent Webinar
Pindrop’s recent webinar was hosted by Shawn Hall, VP of Product, Research, and Engineering at Pindrop and Ketuman Sardesai, Head of Market Strategy and Intelligence at Pindrop. With a focus on Pindrop’s 2024 Voice Intelligence and Security Report, the webinar covered important questions affecting the industry—and aimed to help you create a strategy to better […]
What is a Robocall and How Do You Stop One?
Robocalls, as defined by Tech Target are “automated telephone calls that deliver a recorded message,” often using caller ID spoofing to deceive recipients. Caller ID spoofing allows fraudsters to manipulate the caller ID information, making it appear as though the call is coming from a familiar or trusted number. This increases the likelihood that the […]
How Voice Authentication Mitigates Replay Attacks
Replay attacks pose a significant threat to a system’s security. They operate maliciously or fraudulently by repeating or delaying user communication. Their simplicity is their strength, allowing them to intercept sensitive data, steal session keys, or impersonate a legitimate user by exploiting valid sessions even after the original session ends. This can lead to severe […]
Banking Frauds in 2024: How We Expect the Landscape to Change
According to BAI Banking Outlook: 2024 Trends, banks’ top priorities in 2024 include growing deposits, acquiring new customers, and enhancing customers’ digital experience. BAI is a nonprofit organization in the United States that provides research, training, and thought leadership events for the financial services industry. However, one of the biggest challenges to improving the customer […]
5 AI Trends for Contact Center Automation in 2024
Artificial intelligence, a key player in call centers, accelerates repetitive tasks and can create a seamless experience for agents and customers. In a recent survey of contact center and IT leaders, a staggering 87% of respondents affirm that conversational AI has reduced agents’ effort and costs in the contact center, boosting agent efficiency by 65%. […]
7 Best Practices for Effective Call Center Management
Call centers take thousands of calls each day, and even the tiniest of slip-ups could result in negative reviews and loss of goodwill. Managing call center agents in high-risk industries like finance or healthcare is even more challenging, and constitutes a lot more than just scheduling shifts and reviewing performance metrics. In order to lead […]
IVR vs. Agents: The Complete Guide to Customer Authentication
Contact centers are under significant pressure to manage calls efficiently, especially as volumes begin to rise. Customer authentication is obviously a big priority and is critical to ensuring the security of the contact center. As a result, most call centers have to tread a fine line between managing the overall call experience, streamlining authentication processes, […]
How to Boost Agent Efficiency in Your Contact Center
Productive agents are able to take on more calls, satisfy client asks faster, and improve your CSAT scores, all of which ultimately result in improved profitability. However, keeping agents productive and finding that sweet balance between high morale and performance is not as easy as it looks. It involves enabling agents, equipping them with the […]