Contact center call volumes will vary from industry to industry and from month to month, but the general trend is steeply upward.  Adding new agents isn’t the only or even the most efficient way that contact center managers can respond to the great COVID crunch of 2021. A properly deployed Interactive Voice Response system can make workloads manageable for agents while keeping customers from long and frustrating minutes on hold. Still, new options for callers may correspond to new opportunities for attackers. 

Bottomline and Strategic Treasurer released the results of the 2021 Treasury Fraud & Controls Survey. This is the 6th annual survey between the long-time collaborators, whose research partnership also includes the annual B2B Payments Survey. As in prior years, the 2021 survey gathered details about corporate and banking experiences, actions and plans regarding fraud. Results show that the pandemic accelerated both the threat of fraud and the response to it, with corporate and banking alignment on defensive automation.

LexisNexis Risk Solutions unveiled findings on the current State of Fraud, detailing key fraud trends occurring in 2020 for organizations in the United States and Canada while also looking ahead at what to expect in 2021. The COVID-19 pandemic caused 2020 to be a year of unique circumstances and disruption to the global economy. One thing that has stayed the same is fraudsters' willpower to gain access to money and confidential information. 

We speak to Pamela Verick, a Director in the Investigations and Fraud Risk Management group at global consulting firm Protiviti, to discuss how organizations across various industries can strengthen their fraud risk assessments from a cyber fraud perspective.

Learn whether your organization has a false decline problem and change the way you conduct fraud prevention to increase sales.