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.
LexisNexis Risk Solutions released its biannual Cybercrime Report covering July 2020 through December 2020, which details how the evolving threat landscape created new opportunities for cybercriminals around the world, particularly as they targeted new online users.
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.
Arkose Labs released new data on the latest fraud trends that reveal a massive spike in fraud across all industries from Black Friday onwards. As consumers continue to flock online in droves greater than ever before, credential stuffing, account takeover (ATO) attacks and gift card fraud are poised to be top attack vectors in 2021.
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.
Relying on outdated fraud prevention and identification measures will no longer cut it, and businesses that don’t adapt will lag. As people continue to work, collaborate and socialize via their mobile devices, businesses must equip themselves with technology and tools that will prioritize fraud prevention. If not, companies risk losing their customers to those who have invested in more robust solutions.
TransUnion released new findings around online retail trends during the start of the 2020 global holiday shopping season. The research shows a 1% decrease in suspected online retail fraud worldwide during the start of the 2020 holiday shopping season compared to the same period in 2019, a 59% increase from the same period in 2018 and a 14% increase from all of 2020 so far. The findings are based on the same-store sales analysis of TransUnion’s e-commerce customers during the traditional start of the global holiday shopping season, Thanksgiving to Cyber Monday.