The Delicate Balance of CX and Fraud Detection

In today’s digital era, where automation reigns supreme, there remains a significant segment of customers who prefer personal interactions over automated services. Gartner reports that 46% of individuals prefer speaking to a real person in the service center, while only 14% opt for email communication.

Discover the delicate balancing act that businesses face as they navigate the fine line between meeting their customers’ desire for human connection and mitigating the risks associated with fraud in contact centers. In our final session of the VIRS webinar series, our experts will dive into the intricate dynamics of this challenge.