Incidents of call-center fraud are up, and knowledge-based-authentication has become the weakest link in customer phone interfaces. What are leading financial institutions doing to reduce the expense and incidents of call-center fraud, as well as improve customer satisfaction?
Why many current authentication solutions are ineffective today;
How to automate authentication in ways that satisfy customers;
How to dramatically reduced operational expenses.
Executives in charge of call centers with multi-million or -billion dollar budgets are under constant pressure to reduce costs. Concurrently, customers are subjected to increasingly frustrating and costly authentication protocol.
How can these executives give customers the best possible service while controlling costs and preventing fraud?
New insights from Aite Group, an independent research and advisory firm, offer perspective on:
The hidden, substantial costs of current caller authentication protocol;
How modern call centers can securely provide more services through their IVR systems;
What new front-end technology analyzes and authenticates incoming customer calls automatically.
Based on 32 interviews with executives at 21 of the 40 largest U.S. financial institutions during 2013, this webinar, sponsored by TRUSTID, addresses the key challenges of modern call center executives.
Webinar attendees will gain access to Aite Group's new white paper, and have exclusive access to the recording for two weeks.
Premium Members Only
OnDemand access to this webinar is restricted to Premium Members.
With 26 patents in telecommunication and authentication technology to his name, Patrick Cox has made an indelible mark on the industry.
Before founding TRUSTID, Inc. in 2007 he launched and led two other companies in the authentication and telecommunications industries. The first became a billion dollar publicly traded business. The second was successfully sold to a leading financial services firm.
Pat approaches every day as an opportunity to learn. He thrives on the constant challenge of his work, and feels lucky to collaborate with some of the brightest minds in the industry.
Senior Analyst, Aite Group
Inscoe is a senior analyst with Aite Group, covering fraud, data security, and consumer compliance issues. She brings to Aite Group 30 years of banking experience in enterprise fraud and payments issues. Inscoe has served as the chair of the BITS Fraud Reduction Steering Committee and the co-chair of Early Warning Services' Advisory Committee, and has been a member of ABA's Deposit Account Fraud and Payment Systems Committees. Formerly, Inscoe was the director of financial services solutions at Memento Inc., where she was responsible for guiding the company's overall strategy and supporting product development, marketing, and sales related to payments risk mitigation. During her tenure with Memento, she worked to expand the firm's product offerings beyond employee fraud to cover check, ACH, and wire fraud. Before that, Inscoe was SVP and director of payments strategy with Wachovia Bank.