Phone-based authentication should enhance the customer experience, not erode it

Should banks add phone-based authentication? Any financial institution that provides services over the telephone channel needs to have some way to authenticate every call coming into their call center. While the answer to that question is pretty evident, the bigger question banks should be asking themselves is what type of solution best fits their business […]

read more Posted on: March 27th, 2013 by Art Barger
Are you relying on outdated authentication tools?

Those of us in the telephone authentication industry can see the shortcomings of the different types of customer identification methods. While this has been evident for some time now, what continues to be an uphill battle is educating financial institutions about the risks of using outdated and ineffective authentication tools to identify customers over the […]

read more Posted on: April 03rd, 2013 by Art Barger
Call centers warned about Telephony Denial-of-Service (TDoS) attacks

Imagine a call center without the ability to take inbound calls or make outbound calls. That’s the impact that growing Telephony Denial of Service (TDoS) attacks can have on targeted call centers. Sort of the cousin to online DoS attacks, TDoS as designed to incapacitate call centers after initial calls for fraudulent transactions are made. […]

read more Posted on: April 10th, 2013 by Art Barger
Alternative authentication methods needed in today’s call center environment

The need for alternative methods to identify customers over the telephone has been a long time coming. In my opinion, every day that a bank waits to add new authentication solutions into the mix is another day criminals can take advantage of defeatable security tools. You see, crooks want financial institutions to continue to use […]

read more Posted on: April 17th, 2013 by Art Barger
Study finds banks not meeting customer demands

Customer service has always been at the root of customer satisfaction. In the financial services industry, without providing an exceptional customer experience banks simply won’t be able to retain current customers or attract new ones. While we known the impact dissatisfied customers can have on a bank’s brand and overall success, a recent study by […]

read more Posted on: April 24th, 2013 by Art Barger
Changing with the times only way to improve call center security, customer service

Financial institutions have long relied on IVR (interactive voice response) systems and contact center agents to authenticate and route callers to the appropriate operator or voice option. While these methods have served call centers well through the years, their reliability and efficiency have waned over time. Much of this is due to more sophisticated social […]

read more Posted on: May 29th, 2013 by Art Barger
Why personal information is a threat to caller authentication

We’ve known for some time now how unpredictable knowledge-based authentication (KBA) is for customer identification. The recent data breach of business data aggregators LexisNexis, Dun & Bradstreet and Kroll Background America is another example of just how risky relying on personally identifiable information (PII) to identify customers can be to financial institutions and their customers. According […]

read more Posted on: October 16th, 2013 by Art Barger
Consumers still picking up the phone for customer service

Nothing reassures customers more than human interaction. With all of the sophisticated business tools out there designed to move sales along, when customers have questions or run into a problem, they’re more likely to pick up the phone to resolve the issue. In the article, “Why Online Customers Still Want To Talk To Customer Service,” […]

read more Posted on: November 13th, 2013 by Art Barger
Who holds the key to your banking assets?

Keys have long been the preferred physical devices for unlocking our most important valuables. Whether it is to open safe deposit boxes or simply to get through the front door, having the right key can get you into highly protected areas. On the flip side, you can say keys also play an important role in […]

read more Posted on: December 11th, 2013 by Art Barger
Why be manual when you can automate your authentication process?

How much does your bank rely on contact center agents to determine the risk of a call? Because many financial institutions still do, this is a question they need to continually ask themselves. The problem with using bank representatives to make these decisions is when there is a process around human beings, people are generally […]

read more Posted on: December 18th, 2013 by Art Barger
10 customer authentication lessons we learned in 2013

Each year, financial institutions are presented with new challenges for improving security and delivering a better banking experience. This year was no different. New challenges around improving customer services and protecting consumers against emerging threats seemed to stem from how we authenticate customers on a day-to-day basis. Looking back at some of the top stories […]

read more Posted on: December 27th, 2013 by Art Barger
Why customer sensitive data is no longer needed for authentication

To authenticate every customer who calls your contact center, you need something from them. Whether it’s a password or last four digits of their Social Security number, this information helps financial institutions determine the identity of the caller. While this has long been a common practice with banks, using personally identifiable information (PII) to authenticate […]

read more Posted on: January 02nd, 2014 by Art Barger
How pre-answer authentication protects valuable card information
How pre-answer authentication protects valuable card information

From a fraud standpoint, 2014 has certainly started with a bang. After last year’s high-profile Target data breach, criminals wasted no time ringing in the new year hacking the systems of photo messaging giant, Snapchat, and upscale retailer, Neiman Marcus. Both breaches were revealed earlier this month. While these data breaches exposed private customer information […]

read more Posted on: January 15th, 2014 by Art Barger
Building a stronger brand starts with satisfied customers
Building a stronger brand starts with satisfied customers

This year will mark a dramatic change for call center environments. After years of trying to improve efficiency and lower average call handle times to please customers, many have learned that earning new business and retaining customers is less about how fast you can serve them oppose to how well you serve them. According to […]

read more Posted on: January 29th, 2014 by Art Barger
How valuable is post-call authentication?
How valuable is post-call authentication?

There are a number of post-call authentication solutions in the market today. They are tools that help call centers determine the risk of the call after it has been answered. Once the phone is picked up, customers are either greeted by phone prompts or a live contact center agent, who begins their version of 20 […]

read more Posted on: January 30th, 2014 by Art Barger
In customer authentication, people are the weakest link
In customer authentication, people are the weakest link

To err is human. This adage has held strong through the ages. But today, it’s never been more evident than in call center customer authentication. Today, relying on human beings to determine which calls can be trusted, and which ones should not, is a very risky and unpredictable way for call centers to authenticate customers […]

read more Posted on: February 06th, 2014 by Art Barger
How telephone forensics strengthens call center authentication
How telephone forensics strengthens call center authentication

For years, disaster recovery and business continuity has stood at the forefront of security and operational management. Having a plan in place to avert a business interruption or data breach is essential to reducing the impact if such an event would occur. Today, it is generally accepted that security breaches are not a question of […]

read more Posted on: February 27th, 2014 by Art Barger
The benefits of establishing trust before the call connects
The benefits of establishing trust before the call connects

When business is booming, your call center switchboards are lighting up. More customer calls pouring in, and you have to find a way to quickly authenticate each incoming call and deliver rock solid customer service before sending your customers happily on their way. If your call center is experiencing higher call volumes, then you know […]

read more Posted on: April 03rd, 2014 by Art Barger
Why PII-based authentication doesn’t delight customers
Why PII-based authentication doesn’t delight customers

The most important thing about running a call center is providing a level of service that builds trust and goodwill with your customers. Anything short of that can negatively impact the profitable business-customer relationship. The key to creating satisfied, returning customers is quickly addressing their immediate needs, making them feel like they’re your top priority, […]

read more Posted on: April 23rd, 2014 by Art Barger
Creating the Hallmark of call center phone greetings
Creating the Hallmark of call center phone greetings

In business, first impressions can happen a hundred times over. Sure, there’s the initial impression you must make to win over your customers. From there, maintaining strong customer relations requires a level of service that’s fast, consistent and leaves your customers feeling like they are your top priority. Achieving this over the telephone channel all […]

read more Posted on: May 22nd, 2014 by Art Barger
Is Caller ID enough to authenticate your banking customers?
Is Caller ID enough to authenticate your banking customers?

When your bank receives a customer email, your authentication team has several identifiers to help determine if the email is trustworthy or not. The sender’s email is typically the first thing we look at to determine who the person is. The name on the email is another indicator of who might be contacting us. The […]

read more Posted on: May 29th, 2014 by Art Barger
With TRUSTID, banks don’t divulge private customer information
With TRUSTID, banks don’t divulge private customer information

No bank or business wants to give out more of its customers’ private personal information than it has to. Yet with conventional knowledge-based authentication (KBA) processes that’s exactly what they are doing — with every phone call into their call center. Using personally identifiable information (PII) to recognize customers over the telephone channel, contact center […]

read more Posted on: June 05th, 2014 by Art Barger
Setting the stage for quality customer service
Setting the stage for quality customer service

Conversations can go in many directions. While most of us strive for that perfect customer interaction — where we keep a friendly tone and resolve their issues faster than they expect — the reality with customer service is we often fall short of the customer’s expectation. This doesn’t mean every conversation ends up with the […]

read more Posted on: June 12th, 2014 by Art Barger
How pre-call authentication reduces contact center bottlenecks
How pre-call authentication reduces contact center bottlenecks

The job of a security camera is to capture individuals and events taking place within a specific area without being seen. While the technology has the ability to identify people, it’s largely used to capture events as they happen rather than prevent unwanted activity from occurring in the first place. The same can be said […]

read more Posted on: June 26th, 2014 by Art Barger
Don’t let vishing become call center fraud
Don’t let vishing become call center fraud

New data shows that outbound vishing attacks aren’t letting up. In fact, over the first five months of 2014 UK banks reported that vishing — when criminals impersonate a bank or enterprise to trick customers into revealing personal information — has accounted for more than £21 million in fraud losses. Vishing is nothing new. It’s […]

read more Posted on: July 02nd, 2014 by Art Barger
Customers want questions answered — not the other way around
Customers want questions answered — not the other way around

How are you authenticating your inbound calls? If you’re still relying on telephone agents to invest a few minutes on each call to identify your customers you’re wasting precious time and putting your bank and customer accounts at risk. Why? Spending any amount of time to determine the authenticity of your inbound calls today eats […]

read more Posted on: July 09th, 2014 by Art Barger
New TRUSTID-Nuance partnership provides call centers best-in-class customer authentication
New TRUSTID-Nuance partnership provides call centers best-in-class customer authentication

Most of today’s telephone customer authentication solutions are single-factor methods that cover one form of identification. Whether it’s something the user knows, something the user has or something the user is, working alone to identify customers is risky, and can put your business and customer sensitive data in a compromising position. TRUSTID recently announced that […]

read more Posted on: July 16th, 2014 by Art Barger
Automated customer authentication tricks the trickster
Automated customer authentication tricks the trickster

To bypass a bank’s fraud defenses, today’s criminals don’t leave any stone unturned in their attempt to find a vulnerability within the company’s business infrastructure. With financial institutions providing more ways than ever for customers to access their accounts and confidential information, innovative crooks see multiple banking channels as a smorgasbord of criminal opportunities. When […]

read more Posted on: July 31st, 2014 by Art Barger
Why speed matters in call center authentication
Why speed matters in call center authentication

Remember the innovation of the Polaroid camera? Snap a picture and within seconds, you’re holding a near finished product (developing right in front of your eyes, of course). When it comes to customer service, consumers hold banks to the same standards. With time such a valuable asset these days, consumers don’t have the patience to […]

read more Posted on: August 21st, 2014 by Art Barger
Call center authentication should not be a game of wits
Call center authentication should not be a game of wits

There are those who think creating nonsensical answers to call center security questions is an effective way to outsmart criminals from correctly answering challenge questions. Really? Is this what call center defenses have come to — having customers go out of their way to create false information about themselves to outfox criminals? I don’t know […]

read more Posted on: October 16th, 2014 by Art Barger
Voice prints most effective when combined with other authentication techniques
Voice prints most effective when combined with other authentication techniques

Many financial institutions are contemplating the use of voice biometrics for fraud detection. Makes sense. Capture enough audio to identify callers in the future can provide another way call centers can mitigate their risk of fraud and improve customer relations. But while voice screening can help banks validate whether the person on the other line […]

read more Posted on: October 30th, 2014 by Art Barger
How to handle higher call volumes this holiday season
How to handle higher call volumes this holiday season

Ready or not, the holidays have arrived. For businesses, this means more consumers will be shopping for that perfect gift. For banks, it means keeping up with all those holiday transactions, which is no small feat. With more requests and transactions coming their way, financial institutions need to do what they can to make sure […]

read more Posted on: November 27th, 2014 by Art Barger
Are banks doing enough to curb fraud?
Are banks doing enough to curb fraud?

With more and more customers turning to Internet banking, one of the most concentrated areas of security for financial institutions is the online channel. This focus, however, doesn’t mean their enterprises are foolproof. Despite all the resources and expenses today’s organizations dedicate to protecting their electronic channels, many believe it is still not enough. With […]

read more Posted on: December 18th, 2014 by Art Barger
What do corporate data breaches mean for call centers?
What do corporate data breaches mean for call centers?

The biggest corporate data breaches of 2014 accounted for nearly half a billion stolen customer records. With everything from proprietary information, credit card numbers, login credentials and other sensitive customer data in the hands of thieves, then passed along to other criminals purchasing the stolen credentials from underground websites, more than ever all customer channels need to […]

read more Posted on: December 24th, 2014 by Art Barger
2015: Isn’t it time you automate your authentication process?
2015: Isn’t it time you automate your authentication process?

With customer service calls on the rise, one of the biggest contact center challenges for 2015 will be reducing call handling and waiting times. Strategies will include investing in multi-channel solutions that allow customers to easily make payments or perform other functions like money transfers by themselves. Automated systems will also help financial institutions reduce […]

read more Posted on: January 01st, 2015 by Art Barger
Customer calls still top the list of inbound communications
Customer calls still top the list of inbound communications

While there’s been a lot of talk about call centers adopting multi-channel communications to assist customers, a recent ContactBabel study showed that telephony traffic represents over 70 percent of all inbound communications to contact centers. And with 99 percent of survey respondents currently using live telephone agents today, ContactBabel predicts that the number of live inbound […]

read more Posted on: January 08th, 2015 by Art Barger
Can your call center generate revenue?
Can your call center generate revenue?

The call center is primarily used for customer service. But we at TRUSTID have always challenged the idea of the call center simply being used as a customer service tool. We believe it can be more. This is why we’re continuously asking ourselves that if you can resolve customer issues faster, can the time you […]

read more Posted on: January 15th, 2015 by Art Barger
Is your authentication process damaging the goodwill of your customers?
Is your authentication process damaging the goodwill of your customers?

Want to engage your customers and keep them coming back? Who doesn’t, right? The answer is quite simple — don’t put them through unnecessary authentication processes that prolong answers to their pressing questions. When your banking customers call your contact center, they’re looking for answers. The reason they’re phoning in is they know talking with […]

read more Posted on: February 19th, 2015 by Art Barger
Building trust through a better banking experience
Building trust through a better banking experience

For the financial services and banking industries, trust is an incredibly valuable asset. When consumers trust your brand, it’s a good sign that your organization is running on all cylinders. You’re consistently meeting their demands around things like functionality, performance and customer service. When trust levels drop, however, it’s usually an indicator of how you’re […]

read more Posted on: February 26th, 2015 by Art Barger
Automating the verification process can curb provisioning fraud

Thanks to the new Apple Pay mobile payment system, financial institutions and card issuers are learning some valuable lessons in call center fraud preparedness. As millions of consumers set up Apple Pay credit and debit card accounts through their banks, Apple’s card approval process consists of three different paths. The green path automatically approves cards. […]

read more Posted on: March 05th, 2015 by Art Barger
The three most dangerous words in telephone authentication
The three most dangerous words in telephone authentication

Believe it or not, criminals make investments, too. Like any other sound business practice, they invest their time and money in information that will get them the biggest bang for their buck. That’s because the underground economy is by and large about making money. Their methods, however, are illegal in every way. So, you may […]

read more Posted on: March 12th, 2015 by Art Barger
Don’t let social engineering spread fraud across your enterprise
Don’t let social engineering spread fraud across your enterprise

Each day, banks are challenged with identifying and stopping cross-channel fraud. With some financial institutions acknowledging that up to 30 percent of cross-channel fraud they experience originates in the call center, this illustrates the widespread damage criminals can create across an enterprise after they’ve socially engineered a telephone agent. This means that while fraud may start […]

read more Posted on: March 19th, 2015 by Art Barger
How long can data breaches affect your call center security?
How long can data breaches affect your call center security?

How do data breaches impact contact centers? That’s a question we should all be asking ourselves. If we’re not careful, recent hackings like the one against health plan carrier, Premera Blue Cross, can threaten our call center security and business profits for years to come. In the article, “Another Massive Health Data Hack,” Premera said […]

read more Posted on: March 26th, 2015 by Art Barger
Is your call center living in the past?
Is your call center living in the past?

In many ways, we’re programmed to believe what we see. I guess you can say it’s in our DNA. The genetic structure of call center authentication is largely built the same way. Trusting visual features such as the Caller ID and ANI to understand who’s on the other end of the line is how contact […]

read more Posted on: April 02nd, 2015 by Art Barger
Stolen identities threaten more than just your customers
Stolen identities threaten more than just your customers

The underground economy has grown into a 24-hour assembly line of stolen identities. The recent article, “Banking’s customer identity crisis,” cites a SafeNet report that says 1,355 personal identities are stolen every minute around the globe. With so much information being compromised each day, criminals appear to have an endless supply of personal data and […]

read more Posted on: April 16th, 2015 by Art Barger
Can whitelists keep up with the changing times?
Can whitelists keep up with the changing times?

Last week, I talked about the risks of relying on blacklists to protect your call center environment. This week, I’d like to discuss the reverse of blacklisting, a process called whitelisting. Much in the way blacklists are designed to block specific phone numbers from entering a system, whitelists recognize devices or phone numbers that have […]

read more Posted on: May 28th, 2015 by Art Barger
The risk of relying on phone lists to verify customers
The risk of relying on phone lists to verify customers

Over the past few weeks I’ve talked about the limitations of relying on phone lists to identify approved callers, as well as high-risk ones. While whitelists and blacklists are built to recognize telephone numbers you can trust and those that have been previously used to perpetrate criminal activity, they’re both reactive and non-predictive solutions that […]

read more Posted on: June 04th, 2015 by Art Barger
Fraudsters bypassing call center agents to trick payments processors
Fraudsters bypassing call center agents to trick payments processors

Criminals are constantly looking for new gaps and vulnerabilities within banking systems. For financial institution’s contact centers, crooks exploit the lack of security measures or method of authentication to launch attacks, mainly in the form of social engineering. An emerging fraud strategy shows that instead of calling a bank’s customer service line, fraudsters are avoiding […]

read more Posted on: July 09th, 2015 by Art Barger
Putting trust back into the telephone banking experience
Putting trust back into the telephone banking experience

The simple truth is contact centers operate in a “trust no one” culture. However unfortunate, it’s the reality of today’s telephone channel environment. To protect our customers and their sensitive data, each time they call we must first put them through an authentication process to validate their identity. The way we identify them over the […]

read more Posted on: August 12th, 2015 by Art Barger
Rediscover your call center’s core competencies
Rediscover your call center’s core competencies

The success of your contact center largely depends on your call center agents. By effectively resolving customer issues, they can save your contact center significant operating costs and provide better customer service that leads to increasing customer satisfaction rates. And we all know happier customers means returning business and sustainable profits. When you consider what […]

read more Posted on: October 08th, 2015 by Art Barger
Webinar: Revolutionizing how call centers fight fraud and improve customer service
Webinar: Revolutionizing how call centers fight fraud and improve customer service

How can caller authentication help improve your contact center’s overall experience and save money serving your customers? Join us for a complimentary webcast, “Invisible Authentication Improves Contact Center Security and Customer Satisfaction,” on Tuesday, Oct. 13, 2015, and find out. Don’t miss this informative discussion on how new contact center technologies are revolutionizing the way […]

read more Posted on: October 09th, 2015 by Art Barger
Does your authentication process see the big picture?
Does your authentication process see the big picture?

We all know caller authentication helps us better protect our contact center environment from bank fraud and other social engineering schemes. While no one will argue that the essence of customer identification is to secure our private customer and business data, but we at TRUSTID believe that’s only half the story. Along with creating a […]

read more Posted on: November 18th, 2015 by Art Barger
Reduce your fraud risks: Educate customers about holiday scams
Reduce your fraud risks: Educate customers about holiday scams

Financial institutions are well aware of the dangers of phone fraud. At this time of the year, contact centers are fully armed to ensure their telephone environments aren’t vulnerable to attacks. But to stop fraud in the phone channel, banks must help prevent threats beyond the enterprise level. Why? The information that scammers obtain from […]

read more Posted on: December 02nd, 2015 by Art Barger
Banning popular criminal payment methods helps consumers spot phone fraud tactics
Banning popular criminal payment methods helps consumers spot phone fraud tactics

Last week, I talked about the importance of educating consumers about holiday fraud schemes. As we know, once crooks obtain the right personal information, the next step is to target contact centers to take over and drain customer bank accounts. The Federal Trade Commission recently took a big step to help mitigate social engineering threats […]

read more Posted on: December 10th, 2015 by Art Barger
Most of the top 2015 scams involved the telephone
Most of the top 2015 scams involved the telephone

Of the Better Business Bureau’s top ten scams of 2015, it’s no surprise to us that eight are telephone related. When resolving issues, consumers still turn to a live person to get help on an important transaction or make sure a problem has been taken care of. Call it human nature, but many of us […]

read more Posted on: December 23rd, 2015 by Art Barger
The evolving role of call center agents
The evolving role of call center agents

Each time a call center agent picks up the phone, they’re ready to resolve all types of customer issues. Depending on how fast your contact center can validate callers and how efficient your telephone reps are at finding solutions, they can also play a secondary role as sales representatives. Along with aligning call center operations […]

read more Posted on: December 30th, 2015 by Art Barger
New bill takes aim at spoofed Caller IDs, texts and voice services
New bill takes aim at spoofed Caller IDs, texts and voice services

A new law targeting Caller ID spoofing hopes to close the gaps that continue to leave people and their bank accounts vulnerable to Caller ID scams over different communications platforms. The Spoofing Prevention Act of 2016, proposed by Sen. Deb Fischer, R-Neb. and Bill Nelson, D-Fla., is an amendment to the Communications Act of 1934, the Telephone […]

read more Posted on: March 02nd, 2016 by Art Barger
Put a stop to fraudsters’ data gathering process
Put a stop to fraudsters’ data gathering process

Everything has a process. It’s what we like to call a means to an end. Much like any authentication solution has to process data to identify customers, criminals also have a process for gathering as much information as possible from call center agents before launching their attacks.  In the article, “Call centre fraud: Why financial […]

read more Posted on: May 18th, 2016 by Art Barger
Are your telephone agents just taking the caller’s word for it?
Are your telephone agents just taking the caller’s word for it?

Trust doesn’t come easy. Nor should it, particularly in the technology age. With so many spoofing services available to alter a caller’s identity, taking somebody’s word for it can put your bank and your customers at risk.  Building and maintaining trust with your banking customers requires a lot more than asking a bunch of basic security […]

read more Posted on: July 13th, 2016 by Art Barger
Don’t let caller verification undermine your customer experience
Don’t let caller verification undermine your customer experience

Putting too many resources and attention into one area of your contact center operations can come at a price. For example, deploying authentication solutions that focus too heavily on identifying callers without considering the impact the process may have on your customer experience can leave callers more than a little indifferent. It can lead to […]

read more Posted on: August 11th, 2016 by Art Barger
Does your authentication process support your banking journey?
Does your authentication process support your banking journey?

Serving your customers in a timely manner has and always will play a role in your bank’s long-term success. To be fair, the same can be said about how you authenticate them over the telephone. While both can improve customer relations, customer retention and annual revenues, they can also work against each other in ways […]

read more Posted on: October 20th, 2016 by Art Barger
Is your call center the channel of least resistance?
Is your call center the channel of least resistance?

The contact center is one of the oldest customer service channels out there. With so many years to improve the way we serve our customers over the telephone, you would think businesses would have perfected serving them by now. This isn’t always the case. Today, one of the biggest challenges preventing banking institutions from building […]

read more Posted on: November 03rd, 2016 by Art Barger
A case against using one-time passwords and KBA to authenticate customers
A case against using one-time passwords and KBA to authenticate customers

One-time passwords (OTP), much like knowledge-based authentication (KBA), were once reliable sources for customer identification. In recent years, however, data breaches and the underground economy have reduced the level of security that these conventional authentication methods once provided to banks and businesses over the telephone channel. The article, “Mobile Fraud Changes Look for Multifactor Authentication,” […]

read more Posted on: November 16th, 2016 by Art Barger
How do you protect sensitive customer data?
How do you protect sensitive customer data?

In business, we can now automate just about everything. From selling goods and services to assisting our customers 24 hours a day. Automating most of today’s business functions makes for a faster, more accurate and cost-efficient environment than having humans do the same work. So, when it comes to customer authentication and protecting sensitive information, […]

read more Posted on: January 19th, 2017 by Art Barger
The hidden threat of call centers
The hidden threat of call centers

The primary function of the contact center is to serve the needs of customers by answering questions and resolving issues relating to their bank accounts. To improve customer confidence and satisfaction, it’s essential to also create a safe and secure environment for customers to bank remotely. While we focus largely on protecting our enterprise from external […]

read more Posted on: February 02nd, 2017 by Art Barger
Automated authentication spots spoofed calls before they happen
Automated authentication spots spoofed calls before they happen

Today’s fraudsters are in the business of stealing information — from you, your customers, and anyone they can — to make a buck.  Stealing personal details to trick contact center agents into divulging sensitive customer information has been going on for years. What changes, however, are the methods that criminals use to fool call center […]

read more Posted on: September 27th, 2017 by Art Barger