For our March Trends Sharing Webinar, we’ve teamed up with Smartnumbers to cover Contact Center Fraud. Fraudsters continue to bypass well-defended digital channels and are turning their attention to where defenses are weaker – the contact centre, which fraudsters increasingly use as both a payment bypass mechanism and as an intelligence-gathering channel to support broader fraud activity.

Before contact centre transactions occur, there is typically coordinated activity within the banking sector, indicating a more structured and cross-channel approach, rather than opportunistic card use.

Non-monetary contact centre interactions that later enable fraud on other channels are also increasing. In these cases, the initial contact does not involve a payment attempt, which can make detection more challenging. Instead, we are seeing the manipulation of existing booking details, the harvesting of customer personal data and the extraction offinancial information. This information is then leveraged to conduct fraud through digital channels or with third-parties.

In this webinar, we’ll uncover these and other evolving fraud tactics targeting airline and travel industry contact centres today, from social engineering to account takeover. You’ll hear real-world insights into how these attacks unfold, what they cost the industry, and how to stop them before damage is done.

This webinar will feature Peter Moorhead of Smartnumbers who will be interviewed by Christopher Staab, Co-Founder of the Loyalty Security Alliance.